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Home My WebLink AboutSYSTEMS AND SOFTWARE INCINSURANCE NOT ON FILE A-2020-025 WORK MAY NOT PROCEED EXHIBr1' 1 CLERK OF COUNCIL 0 �^Su`oW t\\�c�?1 MASTER RENEWAL AGREEAIENT FOR PROFESSIONAL SERVICES is THIS AGREEMENT (hereinafter Master Renewal Agreement') is made and entered into No this 18th day of February, 2020 by and between Systems & Software, Inc., a Vermont corporation (hereinafter "CONSULTANT'), and the City of Santa Ana, a charter city and municipal corporation p organized and existing under the Construction and laws of the State of California ("CITY"). CITY rr and CONSULTANT shall hereinafter collectively be referred to as "the PARTIES". RECITALS A. The PARTIES entered into that certain Agreement A-2008-053, dated March 3, 2008, (hereinafter "Original Agreement") by which CONSULTANT has licensed to CITY, utility billing application software, along with support and maintenance of such software. B. The PARTIES successively entered into: (1) a First Amendment to that Agreement (A-2010- 016) on February 10, 2010 to clarify the process for annual renewal of support services and to amend the calculation by which the Support Service Program cost will be adjusted; (2) a Second Amendment to that Agreement (A-2013-003) on February 13, 2013 to amend said Agreement to extend the Tenn by one-year with the option of two additional one-year renewals; and (3) a Third Amendment to that Agreement (A-2016-039) on March 15, 2016 to extend the Term by three (3) years beginning with the 2016 calendar year with the option(s) to further extend said Agreement for two additional one (1) calendar year periods (2019 and 2020), including an upgrade to the enQuesta Customer Service Information Service and Utility Billing Software application (version 3E) as described in Exhibit 1 of said Agreement ("enQues&') to version 4.5 as described in CONSULTANT enQuesta Upgrade Statement of Rork, dated February 16, 2016, incorporated therein by reference as Exhibit A. C. The PARTIES agreed to compensation as total payment for its services, the rates and charges identified in Exhibit A in accordance with the Payment Schedule as set forth in Appendix F. The sum to be expended thereon under said Third Agreement not to exceed S225,500 for the enQuesta version 4.5 upgrade. In addition thereto, the PARTIES agreed to accept the enQuesta software maintenance payment schedule as set forth below: Base Contract Period (2016 & 2017 & 2018) Basic Software System + Upgrade Maintenance 2016 Calendar Year - S137,236 + $0 = $117,236 2017 Calendar Year - $142,725 + $15,000 = $157,725 2018 Calendar Year - $148,434 + $13,000 = $161.434 Total = $456,395 Optional Contract Period (2019 & 2020) Basic Software System + Upgrade Maintenance 2019 Calendar Year - S 154,372 + $13,520 = $167,892 2020 Calendar Year - $160,547 + $14,061 = S 174.608 Total=S142,500 25D-10 The total annual sums set forth above represented the maximum software maintenance payment schedule. The annual sums due and payable did not exceed said annual amount computed in accordance with Section 4, SUPPORT SERVICES, subsection C "Enrollment & Pricing" as amended pursuant to the First Amended Agreement (A-2010-016) which provided that the minimum annual increase was 2.5% and the maximum increase would not exceed 4%. D. The PARTIES now wish to enter into a Master Renewal Agreement for purposes of expanding CONSULTANT's Scope of Services to include upgrade of the enQuesta Customer Service Information Service and Utility Billing Software application version 4,5 to version 6.0, and to include additionally Capricorn for enQuesta Customer Self -Service Product and enQuesta Link Mobile for an initial term of six years commencing March 1, 2020 through to December 31, 2025, with provisos for one (3) three-year term extension option, and one (1) one-year term extension option, both solely exercisable by the City for a total combined Term of ten (10) years. The PARTIES also wish to accordingly expand total Compensation under said Master Renewal Agreement, inclusive of all contingencies and carry -forward support and maintenance credits in an amount not to exceed $3,361,516. E. In undertaking the performance of this Master Renewal Agreement, CONSULTANT represents that it is knowledgeable in its field and that any services performed by CONSULTANT under this Master Renewal Agreement will beperformed in compliance with such standards as may reasonably be expected from a professional consulting firm in the field. NOW THEREFORE, in consideration of the mutual respective promises, and subject to the terms and conditions hereinafter set forth, the PARTIES agree as follows: 1. SCOPEOFSERVICES CONSULTANT shall during the Term of this Master Renewal Agreement, including any extensions thereto exercised by CITY, perform the tasks and obligations attached hereto designated in CONSULTANT's enQuesta Statement of Work for enQuesta v6 Upgrade, and CONSULTANT's Support and Maintenance Agreement which are both hereby fully incorporated herein by reference as EXHIBIT A and EXHIBIT B, respectively, as follows: (a) EXIIIBIT A 1. Statement of Work for enQuesta v6 Upgrade document (including) a. Attachment B - New Features (enQuesta v6) b. Attachment C - enQuesta Link Mobile Statement of Work c. Attachment D - Capricorn for enQuesta Statement of Work (b) EXHIBIT B 1. Support and Maintenance Agreement 4 25D-11 i. Support and Maintenance Agreement (Exhibit 2 - Standard Support Guidelines) CONSULTANT's Statement of Work, including each attachment thereto, together with CONSULTANT's Support and Maintenance Agreement shall be subject to the terms and conditions of this Master Renewal Agreement. In the event of conflict between this Master Renewal Agreement and CONSULTANT's Statement of Work or any attachment thereto and CONSULTANT's Support and Maintenance Agreement, the terms of this Master Renewal Agreement s hallprevail. 2. COMPENSATION CITY agrees to pay, and CONSULTANT agrees to accept as total payment for its services as set -out in EXHIBIT A and EXHIBIT B, the fees as set -out respectively in subsections (a) and (b) below, in a aggregate base amount of $3,144,516, with a further aggregate contingency amount of $217,000, for a total combined not to exceed amount of $3,361,516. (a) Scope of Work (including) Statement of Work for enQuesta v6 Upgrade document - Upgrade Payment Milestones -Phase 1(Table - 9.0, Table 9.1) ii. Attachment A- enQuestav6ProjcetCosts Pricing Sheet iii. Statement of Work for enQuesta v6 Upgrade document - Upgrade Payment Milestones - Phase 2 (b) Support and Maintenance Agreement (Exhibit 1 - Annual Support And Maintenance Fees) 3. TERM. The initial term for the provision of professional services as set forth in Section I of this Master Renewal Agreement shall be for a period of six (6) years commencing March 1, 2020 and ending December 31, 2025, with one (3) three-year term extension option, and one (1) one-year term extension option, the first commencing January 1, 2026 and ending December 31, 2028, and the second commencing January 1, 2029 and ending December 31, 2029, both exercisable in the sole discretion of the City, by a writing executed by the City Manager and the City Attorney, unless amended by the PARTIES for a longer term or terminated earlier in accordance with Section 12, below. The initial term and the extension options shall collectively be referred to as the 'Term". 4. INDEPENDENT CONTRACTOR CONSULTANT shall, during the entire term of this Master Renewal Agreement, be construed to be an independent contractor and not an employee of CITY. This Master Renewal Agreement is not intended nor shall it be construed to create an employer -employee relationship, a joint venture relationship, or to allow CITY to exercise discretion or control over the professional manner in which CONSULTANT performs the services which are the subject matter of this Master Renewal Agreement; however, the services to be provided by CONSULTANT shall be provided in a manner consistent with all applicable standards and regulations governing such services. CONSULTANT shall pay all salaries and wages, employer's social security taxes, unemployment insurance and similar taxes relating to employees and shall be responsible for all applicable 25D-12 withholding taxes. 5. INSURANCE Prior to undertaking performance of work under this Agreement, CONSULTANT shall maintain and shall require its subcontractors, if any, to obtain and maintain insurance as described below: (a) Commercial General Liability Insurance. CONSULTANT shall maintain conunercial general liability insurance naming the City, its officers, employees, agents, volunteers and representatives as additional insured(s) and shall include, but not be limited to protection against claims arising from bodily and personal injury, including death resulting therefrom and damage to property, resulting from any act or occurrence arising out of CONSULTANT'S operations in the performance of this Agreement. The amounts of insurance shall be not less than the following: single limit coverage applying to bodily and personal injury, including death resulting therefrom, and property damage, in the total amount of $2,000,000 per occurrence, with $2,000,000 in the aggregate, Such insurance shall (a) name the City, its officers, employees, agents, volunteers and representatives as additional insured(s); (b) be primary with respect to insurance or self-insurance programs maintained by the City; and (c) contain standard separation of insureds provisions. (b) Business automobile liability insurance, or equivalent form, with a combined single limit of not less than $1,000,000 per occurrence. Due to the nature of CONSULTANT's business done in the City of Santa Ana such insurance shall include coverage for hired and non -owned automobiles only. (c) Worker's Compensation Insurance. In accordance with the California Labor Code, CONSULTANT, if CONSULTANT has any employees, is required to be insured against liability for worker's compensation or to undertake self-insurance. Prior to commencing the performance ofthe work under this Master Renewal Agreement, CONSULTANT agrees to obtain and maintain any employer's liability insurance with limits not less than $1,000,000 per accident, where applicable, and such limits can be undertaken via a self-insurance.. (d) If CONSULTANT is or employs a licensed professional such as an architect or engineer: Professional liability (technology errors and omissions) insurance, with a combinedsingle limit ofnotless than $1,000,000 per claim with $2,000,000 in the aggregate. (e) The following requirements apply to the insurance to be provided by CONSULTANT pursuant to this section: CONSULTANT shall maintain all insurance required above in full force and effect for the entire period covered by this Master Renewal Agreement. ii. Standard forth certificates of insurance shall be furnished to CITY upon execution of this Master Renewal Agreement and shall be approved by CITY. iii. Certificates shall state that the insurers of the policies shall endeavor to provide thirty (30) days prior written notice of cancellation of the policy to the CITY. iv. Where the amounts or coverage provided by the certificates of insurance provides coverage greater than those listed by this Agreement, the amounts provided by the 25D-13 certificates of insurance shall be incorporated by reference into the Master Renewal Agreement. V. CONSULTANT shall supply City with a fully executed additional insured endorsement. (f) If CONSULTANT fails or refuses to maintain the insurance required by this section or fails or refuses to furnish CITY with required proof that insurance has been procured and is in force pursuant to the provision of certificates of insurance as detailed in this Master Renewal Agreement, then the CITY shall have the right at CITY's election, to forthwith terminate this Master Renewal Agreement. Such termination shall not affect CONSULTANT's right to be paid for its time and materials expended prior to notification of termination. 6. CONFIDENTIALITY If CONSULTANT receives from CITY information which due to the nature of such information is reasonably understood to be confidential and/or proprietary, CONSULTANT agrees that it shall not use or disclose such information except in the performance of this Master Renewal Agreement, and further agrees to exercise the same degree of care it uses to protect its own information of like importance, but in no event less than reasonable care. "Confidential Information" shall include all nonpublic information. Confidential information includes not only written information, but alsonnfoimation transferred orally, visually, electronically, or by other means. Confidential information disclosed to either party by any subsidiary and/or agent of the other party is covered by this Master Renewal Agreement. The foregoing obligations of non-use and nondisclosure shall not apply to any information that (a) has been disclosed in publicly available sources; (b) is, through no fault of the CONSULTANT disclosed in a publicly available source; (c) is in rightful possession of the CONSULTANT without an obligation of confidentiality; (d) is required to be disclosed by operation of law; or (e) is independently developed by the CONSULTANT without reference to information disclosed by CITY. 7. INTELLECTUAL PROPERTY INDE➢4NIFICATION CONSULTANT shall defend and indemnify CITY, its officers, agents, representatives, and employees against any and all liability, including costs, for infringement of any United States' letters patent, trademark, or copyright infringement, including costs, contained in the work product or documents provided by CONSULTANT to CITY pursuant to this Master Renewal Agreement. 8. RECORDS CONSULTANT shall keep records and invoices in connection with the work to be performed under this Master Renewal Agreement. CONSULTANT shall maintain complete and accurate records with respect to the costs incurred under this Master Renewal Agreement and any services, expenditures, and disbursements charged to CITY for a minimum period of four (4) years, or for any 'longer period required by law, from the date of final payment to CONSULTANT under this Master Renewal Agreement. All such records and invoices shall be clearly identifiable. CONSULTANT shall allow a representative of CITY to examine, audit, and make transcripts or copies of such records and any other documents created pursuant to this Master Renewal 5 25D-14 Agreement during regular business hours. CONSULTANT shall allow inspection of all work, data, documents, proceedings, and activities related to this Master Renewal Agreement for a period of three (3) years from the date of final payment to CONSULTANT under this Master Renewal Agreement. 9. CONFLICT OF INTEREST CLAUSE CONSULTANT covenants that it presently has no interests and shall not have interests, direct or indirect, which would conflict in any manner with performance of services specified under this Master Renewal Agreement. (a) CONSULTANT's Obligations. CONSULTANT shall use commercially reasonable efforts to provide the professional services set out in the applicable Statement of Work (the "Services"). (b) C'ITY's Obligations. To enable CONSULTANT to perform the Services, CITY agrees to provide the following to CONSULTANT: i. Information relative to CITY's hardware and software required for CONSULTANT to provide its Services; ii. Access to and use of CITY's facilities, equipment, hardware and software required by CONSULTANT to perform the Services; iii. Personnel and assistance as is reasonably required to enable CONSULTANT to perform the Services; and iv. A representative with authority to, approve the plans and deliverables described in the applicable Statement of Work if so required. (c) Ownership. CITY may retain a PDF copy of any reports or other deliverables provided by CONSULTANT to CITY as part of the Services ('Deliverables'D; however, CONSULTANT is and shall remain the owner of all copyright, patents, trademarks, trade secrets and other intellectual property rights. 10. FEES (a) Fees. In consideration of providing the Services, CITY agrees to pay tine fees set out in the applicable Statement of Work (the "Fees') to CONSULTANT. Fees are subject to increase based on CONSULTANT's then -prevailing policies, terms and fees related to pricing and hourly rates. (b)Invoices. During the term of this Master Renewal Agreement, CONSULTANT shall deliver invoices to CITY. Unless otherwise stated in the applicable Statement of Work, each invoice delivered to CITY by CONSULTANT shall be due and payable upon receipt thereof by CITY. (c) Taxes. The Fees are exclusive of taxes. CITY agrees to pay all applicable sales and use taxes, if any (excluding taxes on CONSULTANT's net income) ("Taxes") unless it provides CONSULTANT with a tax exemption certificate acceptable to the applicable [3 25D-15 taxing authorities. 11. WARRANTY AND LIMITATION OF LIABILITY CONSULTANT warrants that the Services will be performed in aprofessional and diligent manner by personnel who are competent in performing their individual tasks. To the greatest extent permitted by applicable law, consultant, its affiliates, and each of their respective directors, officers, employees and shareholders' entire liability and customer's exclusive remedy with respect to the services and any other products, materials supplied by consultant in connection with this agreement for damages for any cause and regardless of the cause of action, whether in contact or in tort, including fundamental breach, negligence, strict liability or otherwise, shall not exceed in the aggregate an amount that is equal to one million dollars or the total fees paid to consultant under this master renewal agreement, whichever is higher. In respect of any liability that arises under the terms of the support and maintenance agreement, the limitation of liability provisions of the support and maintenance agreement shall apply to such liability and not this section 11. In no event shall either consultant and customer, their respective affiliates and each of their respective directors, officers, elected officials, employees and shareholders, be liable for any consequential, incidental, indirect, exemplary, punitive, or special damages whatsoever, including but not limited to for lost revenue or loss of profits, loss of business, loss of data, failure to realize expected savings, or cost of substitute goods or services arising out of or in connection with this agreement, even if it has been advised of the likelihood of the occurrence of such loss or damage or such loss or damage is foreseeable and notwithstanding any failure of essential purpose of any limited remedy. In no event does this limitation of liability clause apply to consultant's obligations under section 7 of this master renewal agreement. 12. TEMNIINATION (a) Tennination. This Master Renewal Agreementmay be terminated as follows: i. In addition to any other rights and remedies available to it, either party may immediately terminate this Master Renewal Agreement in the event of material breach by the other party of its obligations and that breach is not cured within thirty (30) days of receipt of written notice to that effect; ii. Either party may terminate this Master Renewal Agreement effective immediately upon written notice to the other party if the other party: (i) becomes insolvent; (ii) becomes the subject of any proceeding under any bankruptcy, 7 25D-16 insolvency or liquidation law, whether domestic or foreign, and whether voluntary or involuntary, which is not resolved favorably to the subject party within ninety (90) days of commencement thereof; or (iii) becomes subject to property seizure under court order, court injunction or other court order which has a material adverse effect on its ability to perform hereunder. (b) Effect of Termination. In the event of termination of this Master Renewal Agreement CITY shall immediately pay all outstanding Pees and other amounts owing to CONSULTANT for work completed or services already rendered under this Master Renewal Agreement. 13. CONFIDENTIAL INTORINIATION (a) Definition. Each party acknowledges that it may receive Confidential Information front the other party or othelwise in connection with this Master Renewal Agreement. "Confidential Information" means all information or materialthat the disclosing party treats as confidential and any information relating to third parties that the disclosing party has in obligation to treat as confidential, which is disclosed by or obtained by a party in connection with this Master Renewal Agreement, whether such information is moral, written, graphic or electronic form, which is: (A) marked "Confidential," "Restricted," or "Proprietary Information" or other similar marking, or (B) known by the PARTIES to be considered confidential or proprietary, or (C) which should be known or understood to be confidential or proprietary by an individual exercising reasonable commercial judgment in the circumstances, Confidential Information does not include infomlation to the extent that such information: (i) is or becomes generally known to the public by any means other than a breach of the obligations of a receiving party hereunder; (ii) was previously known to the receiving party as evidenced by its written records; (iii) is tightly received by the receiving party from a third party who is not under an obligation of confidentiality; or (iv) is independently developed by the receiving party without reference to or use of the other party's Confidential Information which such independent development can be established by evidence that would be acceptable to a court of competent jurisdiction. (b) Confidentiality Obligations. Each of the PARTIES agrees: i. to maintain the Confidential Information of the other party in confidence and to take all reasonable steps, which shall be no less than those steps it takes to protect its own confidential and proprietary information, to protect the Confidential Information of the other party from unauthorized use, disclosure, copying or publication; ii. not to use the Confidential Information of the other party other than in the course of exercising its rights or performing its obligations under this Master Renewal Agreement; iii. not to disclose or release such Confidential Information except to the extent required by applicable law or during the course of or in connection with any litigation, arbitration or other proceeding based upon or in connection with the subject matter of this Master Renewal Agreement, provided that the receiving party shall fist give reasonable notice to the disclosing party prior to such disclosure so that the disclosing party may obtain a protective order or equivalent and provided that the receiving party shall comply with any such protective order or equivalent 0 25D-17 iv. not to disclose or release such Confidential Information to any third person without the prior written consent of the disclosing party, except for authorized employees or agents of the receiving party who have a need to know such information for the purpose of perforrnlunce under this Master Renewal Agreement and exercising its rights under this Master Renewal Agreement, and who are bound by confidentiality obligations at least as protective of the disclosing panty's Confidential Information as this Master Renewal Agreement; and v. to take such actions as may be reasonably necessary to enforce its Master Renewal Agreements with its employees and agents, including commencing legal proceedings. 14. GENERAL (a) Mediation. The PARTIES agree to submit any claim, controversy ordispute arising out of or relating to this Master Renewal Agreement or the relationship created by this Master Renewal Agreement to non -binding mediation before bringing a claim, controversy or dispute ilia court or before any other tribunal. The mediation is to be conducted by either au individual mediator or a mediator appointed by mediation services mutually agreeable to the PARTIES. Such mediator shall be knowledgeable in software system Master Renewal Agreements. The mediation shall take place at a time and location which is also mutually agreeable; provided; however, in no event shall the mediation occur later than ninety (90) days after either party notifies the other of its desire to have a dispute be placed before a mediator. The costs and expenses of mediation,including compensation and expenses of the mediator (and except for the attorney's fees incurred by either party), is to be shared by the PARTIES equally. If the PARTIES are unable to resolve the claim, controversy or dispute within ninety (90) days after the date eitherparty provides the other notice of mediation, then either party may 'bring and initiate a legal proceeding to resolve the claim, controversy or dispute unless the time period is extended by a written Amendment to Master Renewal Agreement. Nothing in this section shall inhibit a party's right to seek injunctive relief at any time. (b) Notice. Any notice, tender, demand, delivery, or other communication pursuant to this Master Renewal Agreement shall be in writing and shall be deemed to be properly given if delivered in person or mailed by fast class or certified mail, postage prepaid, or sent by facsimile or other telegraphic communication in the manner provided in this Section, to the appropriate address set out below: To CITY: Clerk of the City Council City of Santa Ana 20 Civic Center Plaza (M-30) P.O. Box 1988 Santa Ana, CA 92702-1988 Facsimile: (714) 647-6956 7 Copies to: Willard Holt Treasury and Customer Services Manager City of Santa Ana 20 Civic Center Plaza (M15) P.O. Box 1964 Santa Ana, CA 92702-1964 Facsimile: 714-647-5304 Email: ivholt@saiit-t�ana.org saata-ana.org To CONSULTANT: Systems & Software, Inc., 10 E Allen Street, Suite 201 Winooski, VT 05404 Attention: Cameron Mahbubian Executive Vice President Facsimile: (802) 865-1170 Email: legal@harrise omputer.conn A party may change its address by giving notice in writing to the other party. Thereafter, any notice, tender, demand, delivery, or other communication shall be addressed and transmitted to the new address. If sent by mail, any notice, tender, demand, delivery, or other communication shall be effective or deemed to have been given three (3) days after it has been deposited in the United States mail, duly registered or certified, with postage prepaid, and addressed as set forth above. If sent by telefacsimile, any notice, tender, demand, delivery, or other communication shall be effective or deemed to have been given twenty-four (24) hours after the time set forth on the transmission report issued by the transmitting facsimile machine, addressed as set forth above. For purposes of calculating these time frames, weekends, federal, state, County or City holidays, or City Hall Closure dates shall be excluded. 15. DISCRIN HNATION CONSULTANT shall not discriminate because of race, color, creed, religion, sex, marital status, sexual orientation, age, national origin, ancestry, or disability, as defined and prohibited by applicable law, in the recruitment, selection, training, utilization, promotion, termination or other employment related activities. CONSULTANT affirms that it is an equal opportunity employer and shall comply with all applicable federal, state and local laws and regulations. 16, JURISDICTION - VENUE This Master Renewal Agreement and all questions relating to its validity, interpretation, performance, and enforcement shall be governed and construed in accordance with the laws of the State of California. This Master Renewal Agreement has been executed and delivered in the State of California and the validity, interpretation, performance, and enforcement of any of the clauses of this Master Renewal Agreement shall be determined and governed by the laws of the State of California. Both PARTIES further agree that Orange County, California, shall be the venue for any action or proceeding that may be brought or arise out of, in connection with or by reason of this Master Renewal Agreement. 10 25D-19 17. PROFESSIONAL LICENSES CONSULTANT shall, throughout the term of this Master Renewal Agreement, maintain all necessary licenses, pennits, approvals, waivers, and exemptions necessary for the provision of the services hereunder and required by the laws and regulations of the United States, the State of California, the City of Santa Ana and all other governmental agencies. CONSULTANT shall notify CITY immediately and in writing of her inability to obtain or maintain such permits, licenses, approvals, waivers, and exemptions. Said inability shall be cause for termination of this Master Renewal Agreement. 18. COORDINATION OF WORK OR SERVICES (a) No extra work may be undertaken unless a written "Change Order" is first given by the Contract Officer or his/her designee, to CONSULTANT, incorporating therein any material and administration of this Master Renewal Agreement for CITY and have authority to enter into Change Orders with CONSULTANT pursuant to this Master Renewal Agreement. It shall be CONSULTANT's responsibility to assure that CITY's Contract Officer is kept informed of the progress ofthe performance of the consulting services set forth in this Master Renewal Agreement and CONSULTANT shall refer any decisions which mast be made by CITY to the Contract Officer. The Contract Officer shall have authority to sign all documents on behalf of CITY required hereunder to carry out the terms of this Master Renewal Agreement. Unless otherwise specified herein, any approval of CITY required hereunder shallmean the approval ofthe Contract Officer. All notices regarding consulting services or requested changes in said Master Renewal Agreement shall adjustment in the contract and/or the tine to perform this Master Renewal Agreement, which said adjustments are subject to the written approval of CONSULTANT. (b) Contract Officer CITY will appoint a Contract Officer who will be in charge of the contract maintenance. The CITYS appointed Contract Officer shall be the City Manager, or designee of the City Manager. 19. ADDITIONAL WORT{ OR SERVICES (a) Extra Work or Services CITY shall have the right at any tine during the performance of the work or services set forth in this Master Renewal Agreement, without invalidating said Master Renewal Agreement or any amendments thereto, to elect to exercise any existing option specified in die Scope of Services for extra work or services or to order extra work or services pursuant to a duly executed Change Order or to expend previously authorized contingent funds to cover expenses for work or services agreed to by the PARTIES but exceeding the amounts initially specified tinder the Compensation provisions of this Master Renewal Agreement or thereby make changes by altering, adding to or deducting from said work or services. (b) Change Order No extra work or services as set forth in subsection (a) above may be undertaken unless a written "Change Order" is first given by the Contract Officer to the CONSULTANT, incorporating therein any material adjustment in the contract and/or the time to perform this Master Renewal Agreement, 11 26D-20 which said adjustments are subject to the written approval of the CONSULTANT. (c) Summary of Scheduled Contract Costs and Allocated Contingencies for Extra Work or Services The following represents Scheduled Contract Costs and Allocated Contingencies for extra work or services covering Phase I and Phase II of this Agreement, together with Out -Year Support and Maintenance Costs and Miscellaneous Allocated Contingencies. Below is the summary of Scheduled Contract Costs and Allocated Contingencies by fiscal year: Phase I FY 2019/20: (1) Upgrading existing enQuesta customer service information (CIS) system and ancillary utility billing soflware modules (enQuesta Link Mobile and CIS Module) from version 4.5 to version 6.0 and maintenance for each module - to be completed by 8/31/2020 (base amount $512,512,50, 1' year of software Support & Maintenance $27,250, Travel expense $28,000, plus $42,500 overall contingency). (2) Information Technology Agency professional progr<anming integration services as required (base amount $25,000, plus $1,250 contingency). FY 2020/21: (1) Upgrading existing enQuesta customer service information (CIS) system and ancillary utility billing software modules (enQuesta Link Mobile and GIS Module) from version 4.5 to version 6.0 and Maintenance for each module - to be completed by 8/31/2020 (base amount $137,037.50, Travel expense $42,000, plus $9,000 contingency). Phase II FY 2020/21: (1) Upgrading existing enQuesta customer service information system Customer Portal (Web Connect) to Capricorn (to be completed by 6/30/2021) — (base amount $185,000, 111 year of maintenance $15,000, Travel expense $15,000, total $215,000). a. Contingency for additional CONSULTANT integration services and Travel expense - as required- for Capricorn Customer Portal - $37,000. (2) Licensing and Maintenance for modules installed FY 19120 - $209,931 (plus $14,000 miscellaneous contingency, total $223,931). (3) Information Technology Agency professional programming integration services as required (base amount $25,000, plus $1,250 contingency). Out -Year Support and Maintenance Costs and Miscellaneous Allocated Contingencies: FY 2021/22: 1) On -going Licensing and Maintenance - $216,229 (plus $14,000 miscellaneous contingency, total $230,229). F% 2SD-21 FY 2022/23: 1) On -going Licensing and Maintenance - $222,716 (plus $14,000 miscellaneous contingency, total $236,716). FY 2023/24: 1) On -going Licensing and Maintenance - S229,398 (plus $14,000 miscellaneous contingency, total $243,398). FY 2024/25: 1) On -going Licensing and Maintenance - $236,280 (plus $14,000 miscellaneous contingency, total $250,280). Optional Year Terms • Option 1: FY 2025/26, FY 2026/27 and FY 2027/28 (3-year extension) - $752,226 (plus $42,000 miscellaneous contingency - $14,000 per individual fiscal year period, total $794,226). • Option 2: FY 2028/29 (1-year extension) - $265,935 (plus $14,000 miscellaneous contingency, total $279,935). 20. ENTIRE AGREEMENT This Master Renewal Agreement, including any duly executed change order, shall constitute the entire agreement between tine PARTIES hereto with respect to the matters covered herein. No other understandings, agreements, representations, warranties or other matters, oral or written, purportedly agreed to or represented by or on behalf of CONSULTANT by any of its employees or agents, or contained in any sales materials or brochures, shall be deemed to bind the PARTIES hereto with respect to the subject matter hereof. CITY acknowledges that it is entering into this Agreement solely on the basis of the representations contained herein. The terms of this Agreement may not be changed except by an amendment or change order signed by an authorized representative of each PARTY. No provisions in any purchase orders, invoices, or in any other documentation employed by or on behalf of either party in connection with this Master Renewal Agreement, regardless of the date of such documentation, shall affect the terms of this Master Renewal Agreement, even if such document is accepted by either or both PARTIES, with such provisions being deemed deleted. Provided, however that the applicable terms of the PARTIES' Original Agreement along with the applicable terms of the First, Second, and Thud Amendments to said Original Agreement relating to CITY's licensing rights to operate enQuesta versions 3E and 4.5, including ongoing maintenanoe and support rights, shall remain in full force and effect until the PARTIES have completed the upgrade of the CITY's enQuesta application to version 6.0 and user acceptance has been verified to CONSULTANT by CITY at which time, only the licensing rights shall continue pursuant to the terms of the Original Agreement as amended and the enQuesta software definition shall incorporate all versions of the enQuesta software to which this Master Renewal Agreement applies. 13 25D-22 21. SEVERABILITY The invalidity or unenforceability of any provision or covenant contained in this Master Renewal Agreement shall not affect the validity or enforceability of any other provision or covenant herein contained and any such invalid provision or covenant shall be deemed modified to the extent necessary in order to render such provision valid and enforceable; if such provision may not be so saved, it shall be severed and the remainder of this Master Renewal Agreement shall remain in frill force and effect. 22. WAIVER No waiver of any breach of any provision of this Master Renewal Agreement shall constitute a waiver of any prior, concurrent, or subsequent breach of the same or any other provisions hereof, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party. 23. FORCE MAJEURE No default, delay or failure to perform on the part of CONSULTANT shall be considered a breach of this Master Renewal Agreement where such default, delay or failure is due to a force majeure or to circumstances beyond its control. Such circumstances will include, without limitation, strikes, riots, civil disturbances, actions or inactions concerning government authorities, epidemics, war, terrorist acts, embargoes, severe weather, fire, earthquakes, acts of God or the public enemy or default of a common carrier or other disasters or events. 24. 111SCELLANEOUS PROVISIONS (a) Each undersigned represents and warrants that its signature lmerenmbelow has the power, authority and right to bind their respective parties to each of the terns of this Agreement, and shall indemnify CITY filly, including reasonable costs and attorney's fees, for any injuries or damages to CITY in the event that such authority or power is not, in fact, held by the signatory or is withdrawn. (b) All Exhibits referenced herein and attached hereto shall be incorporated as if filly set forth in the body of this Master Renewal Agreement. (c) The mutual execution of this Master Renewal Agreement by the PARTIES hereto shall supersede the PARTIES' Original Agreement and all amendments thereto, including ally contract extension currently in effect, which by mutual consent of the parties shall be hereby cancelled effective March 1, 2020, and all support and maintenance fees paid by CITY thereon for calendar year 2020 shall be prorated to cover the months of January and February 2020 only, and all remaining support and maiitenamce fees paid by CITY for calendar year 2020 shall be credited by CITY to CONSULTANT as having been paid against support and maintenance obligations owing by the CITY to CONSULTANT under the terms of this Agreement in accordance with Section 2 of this Agreement ("COMPENSATION"), subsection (b) ("Support and Maintenance Agreement"), 14 25D-23 /l (d) This Master Renewal Agreement must be signed below and may be signed in counterpart and delivered by fax, etuail as a PDF (Portable Document Format) file attachment,or by othermeans that displays the original or acopy oftliesignatares. Any subsequent amendments may be signed and delivered in the same manner. (Signatures on following page) 15 n IN WITNESS W11FREOF, the PARTIES hereto have executed this Master Renewal Agreement the crate and year first above written. TV, VANw './Daisy Goniez APPROVED AS TO FORIM: SONIA R. CARVALHO City Attorney By: John in -- Assistant City Attorney RECOIh MENDED FOR APPROVAL: Kathryn Dowds Executive Director Finance &Management Services Agency CITY OF SANTA ANA Kristine Ridge City Manager CONSULTANT Systems & Software, Inc. Name: Cameron Mahbubian Title: Executive President Tax ID FEIN # 03-0238126 1b 25D-25 EXHIBIT A Statement of Work for enQuesta v6 Upgrade (See Beginning Next Page) Systems & Software enQuesta 6 Systems & Software, Inc. Santa Ana Municipal Utility Services Statement of Work for enQuesta v6 Upgrade Document Version 1.5 January 27, 2020 Confidential Material Enclosed - This document includes information that Systems & Software, Inc. (S&S) considers to be confidential, trade secrets, and proprietary information. Unless as required by law, it shall not be disclosed outside Santa Ana Municipal Utility Services for purposes of this provision, shall include any consultants assisting SNA. Statement of Work for enQuesta v6 Upgrade Revision History Date 8/29/19 Version 1.0 Description Initial Draft Author Shannon Martin 8/31/19 1.1 Features updates ShannonMartin 9/9/19 1.2 Hardware Requirements update Shannon Martin 10/11/19 1.3 Capricorn Appendix Added Shannon Martin 12/12/19 1.4 Payment Milestone Update Shannon Martin 1/27/2020 1.5 Payment Milestone Update Shannon Martin Proprietary & Confidential January 27, 2020 Page 2 of 37 Statement of Work for enQuesta v6 Upgrade Table of Contents Project Objectives enQuesta v6 Customer and Systems & Software Project Overview 2. Purpose of SOW Products and Services Cost, Schedule, and Scope Labor Rates Change Control 3. enQuesta Modules and New Features Optional New Features in Scope: 4. Attachments to the SOW Include: 5. Initiate & Analysis Phase Phase Overview Phase Deliverables & Key Milestones Project Team Assembly / Staffing Requirements Project Kick Off, New Features & Customer enQuesta Challenges / Pain Points Review Development of Joint Project Management Plan System Hardware and Software Installation 6. Build Phase Phase Overview Phase Deliverables & Key Milestones Data Mapping & Cleansing Execute Test Data Conversions enQuesta Configuration Customer -specific modifications & Interfaces Cognos Report Conversion 7. Training & Testing Phase Phase Overview Phase Deliverables & Key Milestones Core Team Training enQuesta Analyties Training Test Script Creation / Modification Functional/Integration Testing Train the Trainer 8. Activate Activate Phase Overview Activate Phase Deliverables & Key Milestones Simulation Proprietary & Confidential January 27, 2020 5 5 5 5 6 6 6 6 6 7 7 7 8 8 8 9 10 11 14 17 17 17 18 18 19 19 19 20 20 20 21 22 22 23 24 25 25 25 25 37 Statement of Work for enQuesta v6 Upgrade Go -live Conversion Go -Live 27 27 9. Upgrade Payment Milestones 30-31 10. Capricorn (Phase 2) Details of the Capricorn product and estimated costs: Utility Smart Meter Portal Module User Registry & Security Module 32 32 33-35 36 11. Signature Page 37 Proprietary & Confidential January 27, 2020 Page 4 of 37 Statement of Work for enQuesta v6 Upgrade 1. Project Objectives enQuesta v6 1.1.1 Santa Ana Municipal Utility Services and Systems & Software, Inc. (S&S) have agreed to engage in the upgrade of the existing enQuesta Customer Information System (CIS) and ancillary modules. Under this arrangement, Customer will upgrade from their currently installed release of enQuesta v4.5 to enQuesta v6. Objectives of the upgrade are: ❑ Establish Santa Ana on the standard, most current version of enQuesta v6. ❑ Implement the new features that have been identified within this statement of work. ❑ Upgrade Santa Ana to the most recent version of Oracle 12c Database, Operating System and Middleware. ❑ Upgrade S&S' next generation reporting solution, the enQuesta Reporting Portal, to the current version utilizing Cognos Analytics. Customer and Systems & Software 1.1.2 Santa Ana, having it Ana, CA 92701, shall be having its principal office Proiect Overview s 1.1.3 The duration of this project is expected to be 6 months until Go -live plus 1 month of Post -Go - live (before transitioning to Support) although this is subject to change based on the mutually agreed upon project plan. 1.1.4 The Customer is estimated to have approximately 45,000 active accounts. Proprietary & Confidential January 27, 2020 Page 5 of 37 Statement of Work for enQuesta v6 Upgrade 2. Purpose of SOW Products and Services 2.1.1 This Statement of Work (SOW) describes the products and services to be delivered by S&S as well as the responsibilities of both the Customer and S&S throughout the duration of the Project. Cost. Schedule. and Scone 2.1.2 S&S and the Customer agree to cooperatively manage the cost, schedule, and scope of the project. Project scope is limited to the tasks and deliverables identified in this SOW. Items not specifically detailed in this SOW are to be considered out of scope. 2.1.3 All costs associated with third party hardware and/or software will be subject to the current rates of the third -party vendor at the time an order is placed. Maintenance for third party software shall commence at the time the order is placed. Labor Rates 2.1.4 If the need for additional services is required throughout the Project due to scope change, additional labor rates will apply. Labor rates for additional services will be billed at the current year hourly billable rate. Chance Control 2.1.5 Both the Customer and S&S agree to reserve the right to enter negotiations covering items currently known to be outside of scope or not yet currently defined using the S&S Change Control Plan procedures. It is acknowledged that those negotiations would potentially lead to a Change Order to this project or a separately defined project. Change Orders will be evaluated for impact to cost, schedule, project risk(s), and resources. Proprietary & Confidential January 27, 2020 Page 6 of 37 Statement of Work for enQuesta v6 Upgrade 3. enQuesta Modules and New Features New features available are listed in Attachment B — New Features Guide. Note that not all new features are created equal with respect to level of new functionality offered, impact to existing enQuesta business practices, license cost, ongoing maintenance cost and level of effort required to implement for analysis, configuration, training and testing. New features that require a significant level of implementation effort and/or license and maintenance are called out as "Optional" and need to be listed below to be included in the Upgrade Project scope. Optional features not included below are considered out of scope. All Standard features are included automatically in the scope of this Upgrade project. Optional New Features in Scone: 3.1.1 Per the attached New Features Documentation. Items listed as additional services or license will be considered a change order is SNA chooses to implement as a part of this upgrade 3.1.2 GIS integration — Standard S&S 2-way interface provided. 3.1.3 Bill Print Conversion — current SNA templates will be moved to Document designer from XML to PDF. No new bill prints are in scope in this upgrade. 3.1.4 enQuesta Link mobile - SOW provided in Attachment — C. 3.1.4.1 This pricing is for 15 users. 3.1.5 WebConnect to v6 is in scope for this upgrade. (Capricorn budget figures have been provided forfuture consideration.) 4. Attachments to the SOW Include: • Attachment A - Detailed Pricing • Attachment B - New Features Listing • Attachment C - enQuesta Link SOW • Attachment D — Capricorn for enQuesta SOW Proprietary & Confidential January 27, 2020 Statement of Work for enQuesta v6 5. Initiate & Analysis Phase Phase Overview • Establish project goals and procedures • Put Project Infrastructure in place • Plan for testing and configuration of New Features and process changes (Activities • Project team assembly -Project Management Plan created Project kick off -New features and Customer enQuesta challenges & pain points review • System hardware & software installation Develop testing plan • Complete user training matrix and conduct training requirements analysis Phase Deliverables & Key Milestones S&S Customer S&S Customer Project Team Assembly Action X X X X Completion of Onsite Action Kickoff Meeting X X New Features Review Action X X Customer enQuesta Action Challenges & Pain Points Review X X X Proprietary & Confidential January 27, 2020 Page 8 of 37 Statement of Work for enQuesta v6 New Features & Doc enQuesta Process X ! X Change Document(s) Project Management Doc Plan X X Delivery of enQuesta v6 Action Environment X X Develop Testing Plan Doc ; X X Complete User Training Doc Matrix X X X i X Pro i ect Team Assembly / Staffing Rea uirements 5.1.1 Project Manager 5.1.1.1 Both the Customer and S&S will assign Project Manager(s) (PM) for the duration of this project, including the 30-day post Go -Live period, as defined in this SOW. Each Project Manager shall have decision making authority and be the central point -of -contact within their respective organization. 5.1.1.2 S&S Project Management activities will be carried out both onsite and remotely. 5.1.1.3 Project Management is comprised of the following responsibilities and associated activities: Scope Management, Change Management, Resource Management, Communication Management, Issue Management, and Relationship Management. 5.1.2 Executive Sponsor 5.1.2.1 S&S will assign an Executive Sponsor for the duration of this project. The Customer must also assign an Executive Sponsor. This ensures the needs of all parties are being met. Executive Sponsors shall interact and/or meet on a mutually agreed upon basis and may engage on any type of issue. 5.1.3 Project Team 5.1.3.1 Both S&S and the Customer will be responsible for assigning a Project Team of qualified resources to cover all aspects of the project, including but not limited to Project Proprietary & Confidential January 27, 2020 Page 9 of 37 Statement of Work for enQuesta v6 Upgrade Management, Subject Matter Experts (SMEs), and Technical Experts. Qualified Resources are those individuals that have expert knowledge of today's environment and are able to think outside the box. 5.1.3.2 Proposed areas of expertise include: ❑ Project Management ❑ IT (Hardware, Network, Peripheral Devises) ❑ Conversion ❑ Training ❑ Business Processes / Functional SMEs ❑ Interfaces ❑ Testing ❑ Reporting 5.1.3.3 All project team members are expected to be empowered to make decisions. 5.1.4 Project Room 5.1.4.1 It will be necessary for the Customer to establish a Project Room for use throughout this project. The Project Room must accommodate the S&S Project Team while onsite to conduct non -training activities, such as Business Process Analysis, Testing, etc. 5.1.4.2 The Project Room must have, power sources, network access, internet access, a telephone, and a networked printer. The S&S Team must have access to the enQuesta server while on -site. Proiect Kick Off New Features & Customer enOuesta Challenges / Pain Points Review 5.1.5 The project kicks off will take place following the upgrade contract signing. The S&S team will be onsite to review the following items with the Customer: ❑ Review initial project plan schedule ❑ Project Plan — define key tasks, deliverables, interfaces, and testing expectations ❑ Define project structure and lines of communication ❑ Demonstrate and review what functionality has changed from current v4.5.1 to v6. ❑ Review existing customer challenges and pain points with current enQuesta processes to identify additional configuration (changes) that should be done as part of the upgrade. Note this is not a full BPR or BPA assessment in each of the functional areas. S&S will review the enQuesta processes identified by the Customer in advance of this discussion. S&S will provide documentation to the Customer after this and the New Feature review session on the new processes and configuration that will be implemented. ❑ Documentation request for current list of users, training needs, and security groups Proprietary & Confidential January 27, 2020 Page 10 of 37 Statement of Work for enQuesta v6 Upgrade Development of Joint Project Management Plan 5.1.6 The Project Management Plan describes how the project will be managed and is necessary in defining, preparing, integrating and coordinating all subsidiary plans and processes as part of S&S's Implementation Methodology. The Project Management Plan will be reviewed and finalized during the Kick Off. 5.1.7 The Project Management Plan integrates all tasks S&S requires in order to manage the project and will be the primary source for information for how the project activities will be planned, executed, monitored and controlled, and closed. The Customer might require additional tasks, such as The Customer communications or internal process review, but these tasks will not be reflected or tracked in the Upgrade Project Plan. Following is a list of responsibilities included with the management of the Project Management Plan. 5.1.8 Scope Management 5.1.8.1 Scope management is the act of managing the project, its associated deliverables, activities as defined in this SOW, and all contract documents. Proper scope management ensures that the project plan is executed according to the timefiames and budget defined for this project. Any scope not defined in this SOW will follow Change Control Plan procedures. Attached to this SOW is a Sample Project Schedule, Attachment C. 5.1.8.2 The S&S PM will update the project schedule on a monthly basis and submit it to the Customer PM(s) for review and approval. Regular Project Team meetings will be held weekly via conference call. 5.1.8.3 The S&S PM is responsible for ensuring the day-to-day activities are being carried out in a manner consistent with defined project objectives, industry standards and contractual obligations. 5.1.8.4 The Customer PM's are responsible for ensuring the day-to-day activities are being carried out in a manner consistent with defined project objectives, industry standards and contractual obligations. 5.1.9 Time Management 5.1.9.1 Time Management is the process of estimating, scheduling and tracking project activities. The overall project schedule will be managed by the S&S Project Manager to ensure that the project is delivered in a timely manner. All the critical path items will be managed closely by the S&S PM and The Customer PMs in their respective areas of responsibility. 5.1.10 Resource Management Proprietary & Confidential January 27, 2020 Page I of 37 Statement of Work for enQuesta v6 Upgrade 5.1.10.1 Resource Management is the responsibility of both the S&S PM and the Customer PM's. Each PM is responsible for the oversight and management of the project team members from their respective organizations which may include employees, contracted consultants and vendors. 5.1.10.2 The S&S PM will manage S&S resources; the Customer PM's will manage The Customer resources, and third party vendors. 5.1.10.3 At no time shall S&S become involved with the oversight or scheduling of The Customer resources or the Customer's third party vendors. 5.1.10.4 It is the responsibility of each PM to ensure proper resources are available as scheduled in the project plan. This includes, but is not limited to, attendance in training sessions, team meetings, and conference calls, as well as participation in analysis, testing, and all otherproject activities. 5.1.10.5 Changes to the project timeline or the project plan that are due solely to the Customer and/or the Customer's third party vendors may result in a change of scope and be subject to Change Control Plan procedures. 5.1.1 1 Change Control Management 5.1.11.1 Change Management is the process whereby out of scope requests or requirements are documented, analyzed, assessed for impact on the project andsubmitted for approval on mutually agreed upon Change Management Control. 5.1.11.2 The Customer Project Managers will initiate an S&S Change Request Form which commences the Change Management process. The initial Change Request will be delivered to the S&S PM for consideration of the following: any possible resolution plans, resource requirements, impact to schedule, proposed timeline, and cost. 5.1.11.3 For all approved changes, the S&S PM will update the project schedule with the additional scope of work including project tasks, durations, and assigned resources. These tasks will then be managed as part of the overall project. 5.1.11.4 S&S may suggest that some Change Requests be managed outside the scope of the original implementation. This project decision will require the mutual agreement of the parties. 5.1.11.5 For those Change Requests that have financial ramifications, Payment Milestones will be reviewed, and suggested modifications proposed by the S&S PM. Such proposed Payment Milestone changes shall be subject to the approval of the Customer. Proprietary & Confidential January 27, 2020 Page 12 of 37 Statement of Work for enQuesta v6 Upgrade 5.1.12 Test Plan 5.1.12.1 S&S will deliver a test plan document that will outline the goals of the following three test phases: Functional/Integration Testing, User Acceptance Testing (UAT, executed after the Mock Go -live Conversion) and Go -live Testing. Dates will be scheduled for each of the three test phases in the Project Plan. The Customer is responsible for creating day-by-day and week -by -week detailed testing schedules for The Customer resources (to determine which test scripts will be executed) for each of the three test phases. 5.1.12.2 S&S will load standard enQuesta test scripts into a The Customer specific area in the SpiraTest online testing tool. The Customer is responsible for customizing these test scripts and adding any additional ones required (e.g., The Customer specific interface test scripts). Training will be provided on how to use the SpiraTest tool to manage test script editing/creation. 5.1.12.3 Once the new enQuesta system is launched and the Customer's end users are trained on the new features during Core Team training, the Customer will begin the Functional/Integration test phase. 5.1.12.4 UAT is a formalized 1-2 weeks of testing (to occur immediately after the Mock Go - live conversion) in which the S&S implementation team will be onsite assisting the Customer with "day in the life" testing, or executing daily jobs, run sheets, updates and interfaces in enQuesta. The S&S PM will provide a sample test plan and will jointly customize it with the Customer PM to list all of the major business processes typically run in a 1-2-week period. The Mock Go -live conversion and UAT together are referred to as Simulation. 5.1.12.5 The final testing event will occur the day before Go -Live. After S&S brings up the new enQuesta system and completes initial smoke testing, the Customer will be responsible for final testing before providing the final approval to launch. The S&S implementation team will be onsite to assist in testing. 5.1.13 Relationship Management 5.1.13.1 Relationship Management is the responsibility of the Project Managers. The S&S PM will serve as the central point of contact for all The Customer project -related needs. The Customer PM's will serve as the central point of contact for all S&S project -related needs. The S&S and The Customer PM's are responsible for managing the project to the deliverables specified in this SOW and contract documents. Implementation issues are the responsibility of the S&S Project Manager and supported by the S&S Implementation Team until the end of the 30-day Post Go -Live Implementation Support Period when the support services are transitioned to the Support Desk. Proprietary & Confidential January 27, 2020 Page 13 of 37 Statement of Work for enQuesta v6 Upgrade System Hardware and Software Installation 5.1.14 Hardware and Third -Party Software Requirements 5.1.14.1 The following sections list the hardware, network and software requirements for the enQuesta solution. The server and environment specifications are defined at contract signing so that establishing the project infrastructure can start as soon as the contract is signed. The Customer is required to ensure the hardware is in place, setup and ready for S&S Base Solution installation (i.e., enQuesta) at the time of project kickoff. While S&S will make every effort to work around hardware not being available at project kickoff, delays in hardware could result in schedule delays and change orders. 5.1,14.2 If the Customer purchases hardware independently, the order and delivery schedule must fit within the critical path identified in the project schedule. 5.1.14.3 Hardware Requirements: 5.1.14.3.1 Hardware Specs to be provided by S&S for on Premise environments. Proprietary & Confidential January 27, 2020 Page 14 of 37 Statement of Work for enQuesta v6 Upgrade 5.1.14.4 Client PC Requirements: MINIMUM WORKSTATION REQUIREMENTS (Desktop or Laptop) IE 11 Compatibility View settings turned on. Please note that S&S does not offer support related to Windows and other PC desktop system support, communications, or infrastructure support. 5.1.14.5 Third Party Software 5.1.14.5.1 With the initial configuration of the hardware, all core vendor operational software must be installed and configured. Once the installation and configuration has been completed, the functionality ofthis software will be tested. 5.1.15 The Customer Responsibilities 5.1.15.1 The Customer will be responsible for the server footprint (hardware enclosures, power, etc.) and will provide the necessary space within their data center to accommodate the hardware configuration. 5.1.15.2 The Customer will provide a stable hardware and network environment and a minimum of one (1) System Administrator to support and maintain the network related hardware and software. All production network connections must be hard wired; wireless connections are not suitable for enQuesta production operation. Proprietary & Confidential January 27, 2020 Page 15 of 37 Statement of Work for enQuesta v6 Upgrade 5.1.15.3 The Customer will meet the minimum system requirements as defined in this SOW. 5.1.15A The Customer will follow mutually agreed upon back-up procedures. Back-ups will include the entire server including program files, database and system files as S&S recommends and instructs. 5.1.15.5 The Customer will provide an uninterruptible power supply (UPS) capable of supporting the application and database servers and hardware for a period of time long enough to support normal shut down, running on battery backup power. 5.1.15.6 The Customer will provide connectivity to the enQuesm server (or servers if the Customer either a) has or will have both a Production and Train server or b) has or will have both a Production Application and Production Database server). 5.1.15.7 The S&S preferred network connection would be at least 1.5Mbps with all servers put into a DMZ. Given the number and diversity of Customer s requiring support from S&S, each with varying networking infrastructures, support of software -based VPN clients is not a viable option for this project. If the Customer does not currently have one of these hardware solutions in place, they will assist S&S' Network & Security Personnel with the implementation and testing of one. Proprietary & Confidential January 27, 2020 Page 16 of 37 Statement of Work for enQuesta v6 Upgrade 6. Build Phase Phase Overview • Install S&S Base Solution (enQuesta) on Customer servers • Performa data mapping and cleansing activities • Execute test conversions • Configure new features and process changes • Update interface and Customer -specific modifications to be v6 compliant • Existing Cognos reports converted for new version (enQuesta Analytics) Activities -enQuesta installed on Customer servers and environments (e.g., prod, test, train) • Hold data mapping sessions to map existing data to some new features (e.g., device normalization, notifications), cleanse data as needed -Execute test conversions • Configure enQuesta production and test systems for new features and process changes identified during initiate and analysis phase • Update interfaces, Customer -specific modifications and Cognos reports to be v6 compliant Phase Deliverables & Key Milestones S&S Customer S&S Customer enQuesta installed on Action Customer servers and X X environments Data mapping sessions Action X X Data cleansing Action X X Proprietary & Confidential January 27, 2020 Page 17 of 37 Statement of Work for enQuesta v6 Upgrade Execute test Action j conversions X X Configure enQuesta Action production and test X X systems Updateexisting Action interfaces and Customer X X -specific modifications for v6 Convert existing Cognos Action reports for v6 X X enOuesta Database and Software Installation 6.1.1 Once the Customer hardware and network configuration is in place, S&S will install and unit test enQuesta on each of the Customer environments (e.g., prod, test, train). Data Manning & Cleansing 6.1.2 S&S will hold data mapping sessions (either at kick off, or in subsequent conference calls) with the Customer to determine how to best convert existing enQuesta data into certain new features that require a data structure change (e.g., device normalization for pre-v4.5 Customer s, cotenant, phone and email new data structures). S&S will document the data mapping/conversion plan, and then also give the Customer spread sheets for either data cleansing purposes or decisions that need to be made for data mapping/conversion. 6.1.3 The Customer is responsible for any data cleansing activities that result from the data mapping sessions. Execute Test Data Conversions 6.1.4 S&S will take full responsibility for data conversion with exception of the following Customer activities: ❑ Providing clean data. ❑ Working with S&S to ensure reliable access to data sources and required Customer resources as needed. ❑ The Customer will run and provide S&S copies of the billing, trial balance and deposit reports prior to each conversion. 6.1.5 Data to be converted 6.1.5.1 All data as currently exists in the enQuesta system. Proprietary & Confidential January 27, 2020 Page 18 of 37 Statement of Work for enQuesta v6 Upgrade 6.1.5.2 Any data archiving is out of scope. Additional analysis/services would be required if archiving is desired. 6.1.6 One or two test conversions will be executed as per the Project Plan and timelines that need to be met to execute Go -live on the desired date. Test conversion(s) will be used for the first test phase: Functional/Integration testing. 6.1.7 S&S will provide a balancing report and conduct a bill parallel with each test conversion. enQuesta Configuration 6.1.8 S&S will configure the enQuesta production and test systems according to the decisions documentedin the New Features and enQuesta process changes document from the initiate and analysis phase. All configuration will be unit tested. Customer -specific modifications & Interfaces 6.1.9 S&S will port forward to v6 all Customer interfaces that currently exist in the current production enQuesta environment. 6.1.10 All existing Customer -specific modifications will be ported forward to v6 as part of the upgrade. 6.1.11 S&S will unit test all ported forward interfaces and Customer -specific modifications. 6.1.12 Customer Responsibilities 6.1.12.1 Interface work required of third parties, as well as management of the schedule for third party work on interfaces is the responsibility of the Customer. Cognos Report Conversion 6.1.13 The Customer will research the reports in their current Cognos library and identify only the ones that need to be ported forward, so that time is not unnecessarily expended on reports which are no longer required. S&S will convert up to 50 reports as part of the standard Upgrade Project scope. Additional reports can be converted as needed using a baseline level of effort of 10 minutes per report, which would be subject to a change order. Proprietary & Confidential January 27, 2020 Page 19 of 37 Statement of Work for enQuesta v6 Upgrade 7. Training & Testing Phase Phase Overview Test & Train • Complete Core Team training for New Features • Test script customization / creation • Execute Functional/Integration Testing • Complete Train the trainer for New Features Activities • S&S will train the Customer Core Team on the enQuesta v6 new features. • S&S will train Customer Cognos / ad -hoc report team members on enQuesta Analytics (term for Congos v6) new features. -The Customer will customize or add/create test scripts using the standard S&S v6 test scripts as a basis. -The Customer will execute test phase 1: Functional/Integration testing. • The S&S will train the Customers trainers on the enQuesta v6 new features. Phase Deliverables & Key Milestones S&S Customer S&S Customer Core Team Training Action X X enQuesta Analytics Action Training X X Test Script Creation / Action Modification X X Functional/Integration Action Test Execution X X Propriety & Confidential January 27, 2020 Page 20 of 37 Statement of Work for enQuesta v6 Upgrade Train the Trainer Action Training X 1 X Core Team Trainina 7.1.1 Customer Responsibilities 7.1.1.1 The Customer's Project Team will coordinate user enrollment for each class and rescheduling requirements as necessary. The Customer PM is responsible for communicating the number of participants enrolled in each class to S&S. 7.1.1.2 The Customer is responsible for ensuring appropriate time is made available for users to participate in every training course they are enrolled in, according to the finalized User/Training Matrix. If users are not provided with such time, it is the Customer's responsibility to provide training later. S&S will provide a class schedule, however, it is the Customer's responsibility to notify and get participants to the class. 7.1.1.3 It is the Customer's responsibility to ensure that users attend classes in a punctual manner. The Customer is responsible for training all users who require additional training due to late arrivals or absence. 7.1.1.4 The Customer is responsible for training all casual users that are not listed in the user matrix. 7.1.2 Training Facility Requirements 7.1.2.1 The Customer is responsible for providing training facilities capable of accommodating the number of users to be trained identified in the Training Plan. The training facilities will accommodate 12 users per classroom, with an individual workstation for each user. Each workstation must meet the minimum PC requirements. 7.1.2.2 Classroom setup must include: ❑ Projector with interface to a computer ❑ Projection screen ❑ Telephone and connection needed for technical support Cl White board ❑ Dry erase markers ❑ Pencils Propriety & Confidential January 27, 2020 Page 21 of 37 Statement of Work for enQuesta v6 Upgrade ❑ Note paper ❑ High speed internet access 7.1.3 S&S Responsibilities 7.1.3.1 S&S may adjust the course offerings and durations at any time. 7.1.3.2 S&S will work with the Customer to identify the appropriate courses for each participant through a joint training requirements analysis meeting. 7.1.3.3 S&S' Technical Trainer will supply a PC for their use during training activities. 7.1.3.4 S&S is responsible for providing the Core Team training to all participants identified in the user training matrix. The purpose of enQuesta Core Team Training is to train the core project team on the new features and functionality of enQuesta v6. The Core Team comprises subject matter experts who manage the major functions of enQuesta, such as Billing, Credit & Collections, Security & Administration, Metering, and Customer Service. The lessons will include hands-on courses that instruct Core Team users on how to execute existing business processes on enQuesta v6. Core Team training does not include introductory or basic training to users unfamiliar with the processes of enQuesta. 7.1.3.5 S&S Core Team training typically lasts for 2-4 days, depending on the size and availability of the Core Team and the number of new features selected for implementation. 7.1.3.6 S&S will also deliver training on how to use the SpiraTest Web -based testing tool so that the Customer is able to customize and create test scripts, execute the scripts using the tool and manage the defect submission and re -testing process. This can either happen during the week of Core Team training or separately via a remote conference call. enQuesta Analvtics Training 7.1.4 S&S will provide 1-2 days of remote training on the new version of Cognos, now referred to as enQuesta analytics. Test Script Creation / Modification 7.1.5 The Customer is responsible for creating and modifying the test scripts in the SpiraTest Web - based testing tool that will be used for all testing phases in the Upgrade Project. 7.1.6 SpiraTest 7.1.6.1 SpiraTest will be utilized as a Web -based quality assurance and test management Propriety & Confidential January 27, 2020 Page 22 of 37 Statement of Work for enQuesta v6 Upgrade solution throughout all phases of testing. SpiraTest will be initially configured by S&S and standard test scripts will be preloaded. Delivery of this platform will occur prior to the SpiraTest Training and Functional Test Workshop, 7.1.6.2 Test script management ❑ Test scripts will be stored in a hierarchical folder structure making navigation easy and intuitive. Each individual test script will consist of a set of steps that represent individual actions the user must perform to complete the test. ❑ The Customer will add or modify test scripts in this folder structure. 7.1.6.3 Defect Tracking Incidents can be categorized into bugs, enhancements, training items, configuration issues, conversion issues, and limitations (out of scope). Each type has its own specific workflow and business rules. Incidents can be traced back to the test case and underlying functional requirement allowing for easy reporting on the "in -process" quality of enQuesta during each testing phase. 7.1.6.4 Test Execution & Release Management ❑ SpiraTest has the ability to group together various test cases using a test execution wizard. At each step the user will mark pass/fail and has the ability to record a bug/defect. In addition, each test run and any incidents that are created will be associatedwith the current release of enQuesta. ❑ Failed test scripts can be re -tested once a fix is delivered to the test environment. 7.1.6.5 Reporting ❑ A customized reporting dashboard will be available to team leaders and will include the ability to create fully customized queries and reports. Reports can include things such as the number of test runs completed, failed vs. passed vs. not yet run, etc. 7.1.6.6 Assumptions ❑ The Upgrade SpiraTest instances (Sandbox and PROD) will be deleted one year after Go -Live. Functional/Intenration Testine 7.1.7 Functional and Integration Testing will occur at the same time using the standard and newly create test scripts in SpiraTest. 7.1.7.1 Functional testing entails testing individual enQuesta workflows, Customer - specific modifications and interfaces on their own to ensure accurate functionality and results. Functional testing focuses on ensuring that each process functions on its own, independent of the dependencies and the context of other processes that may be run before, after or concurrently. 7.1.7.2 Integration testing is more focused on running enQuesta processes in the context and sequencing of the Customer's daily, weekly, monthly, etc., work schedule. Propriety & Confidential January 27, 2020 Page 23 of 37 Statement of Work for enQuesta v6 Upgrade 7.1.7.3 The SpiraTest test scripts will contain scripts for both Functional and Integration testing for the Customer to execute in the same, single test phase. 7.1.8 Customer Responsibilities 7.1.8.1 The Customer is responsible for creating a detailed Functional/Integration test schedule to take place in the time allotted for Functional/Integration testing in the Project Plan. This schedule should include a day-by-day or week -by -week schedule that matches resources with the test scripts that they will execute on a day-by-day or week -by -week basis. 7.1.8.2 The Customer is responsible for all Functional and Integration testing using their test scripts and list of processes to test as a guide. 7.1.8.3 The Customer will report issues in a timely manner and in writing to S&S 7.1.9 S&S Responsibilities 7.1.9.1 S&S will conduct limited functional testing based on business critical enQuesta processes to ensure sufficient functionality before the Customer executes functional testing. 7.1.9.2 As testing issues are identified in SpiraTest, S&S will report issues internally in a timely manner to begin the fix process. S&S will log and track all testing issues and deploy fixes on a regular and/or as needed basis. 7.1.9.3 S&S will hold weekly testing status calls to assess progress and address any issues inhibiting testing progress. 7.1.10 Testing Progress Inhibitors 7.1.10.1 Not completing testing in the timeframes allotted in the Project Plan can be one of the primary reasons for project (Go -live) delays in an upgrade project. If testing in any of the testing phases exceeds the time allotted in the Project Plan, and it is not a result of enQuesta v6 issues or bugs or other S&S caused factors, S&S will make every effort to accommodate the delay to not affect the Go -live date. If Customer caused testing delays do result in project or Go -live date delays, note that this can result in change orders to account for the additional effort for supporting the upgrade project beyond the timeframes allotted. Train the Trainer 7.1.11 S&S is responsible for providing train the trainer training to Customer training resources so that they can provide end user training to the Customer's users. 7.1.12 The Customer is responsible for providing a Project Team member to support each end user training class. This team member should have knowledge of the Customer's business processes in enQuesta. Propriety & Confidential January 27, 2020 Page 24 of 37 Statement of Work for enQuesta v6 Upgrade 8. Activate Activate Phase Overview • Successful practice Go -live (Simulation) • Live operation achieved (Go -live) • Post Go -live support provide before transition to Support • Simulation Plan created (includes Mock Go -live conversion and User Acceptance Testing - UAT) • Simulation executed Go -live plan created Go -Live conversion Executed • Go -Live Post Go -Live Support Transition to Support Activate Phase Deliverables & Key Milestones S&S Customer S&S Customer Simulation Plan Excel X X X X Mock Go -live Action Conversion X X UAT Action X X X Go -live Plan Excel X X X X Go -Live Action X X X X Post Go -live Action Support X X Transition to Action Support X X X X Simulation 8.1.1 After the successful completion of the first testing phase, the Customer will initiate a Simulation Propriety & Confidential January 27, 2020 Page 25 of 37 Statement of Work for enQuesta v6 to take place several weeks prior to the actual Go -Live weekend. This simulation will provide a `dry -run' of the Go -Live activities and include a Mock Go -live conversion and UAT executed immediately after for 1-2 weeks. The Customer is responsible for testing all business critical enQuesta processes, including modifications and interfaces, during UAT. S&S will aid in the Project Management, providing onsite support for the Simulation and responding to and resolving issues. 8.1.2 The Simulation will be a practice for Go -Live, and as such will begin with a conversion taking place the week prior with enQuesta workflow processes and balancing to commence the following Monday. Goals of Simulation include: ❑ Executing and balancing a successful conversion ❑ Customer input of open work orders, cash and any items that have been identified as post conversion activities that need to be completed before actual Go -Live could occur. ❑ Timing of above activities to ensure they can be executed before day one of Go - Live. The results of these timings will be used to update and finalize the Go -Live plan. ❑ Doing a bill parallel on at least one billing run/set of cycles ❑ Executing all the Customer's daily and weekly workflows (e.g., entering cash, credit and collections, work orders, new site creation, etc.) ❑ Reconciliation activities - Balancing Cash, AR and Deposits ❑ Executing all relevant interfaces ❑ End user practice of daily work 8.1.3 Customer Responsibilities 8.1.3.1 Customer will assist with and sign -off on a Simulation Plan. 8.1.3.2 Customer will make available resources in conversion and business functional areas during the Simulation period (including weekends if necessary) to support Simulation activities. 8.1.3.3 Customer will execute daily business processes and workflows as per Simulation & Go -Live Plan. 8.1.4 S&S Responsibilities 8.1.4.1 S&S will create Simulation & Go -Live Plan with Customer assistance. 8.1.4.2 S&S will execute conversion activities over the Simulation period. 8.1.4.3 S&S will support Simulation activities onsite for one week for simulation. Propriety & Confidential January 27, 2020 Page 26 of 37 Statement of Work for enQuesta v6 Upgrade Go -live Conversion 8.1.5 The primary differences between the Go -live conversion and previous ones performed are: 8.1.5.1 The Go -Live conversion will be executed over a weekend and timed in accordance with other Go -Live activities to ensure the conversion can be executed and balanced in a timely and accurate fashion to be ready for day one of Go -Live. 8.1.5.2 Go -Live conversions will be signed -off with a go or no-go decision to proceed with the subsequent Go -Live end user activities. 8.1.6 Customer Responsibilities: 8.1.6.1 The Customer will provide resources and relevant reports for balancing items and will work with S&S resources to balance conversion potentially outside normal business hours. 8.1.6.2 The Customer will sign off on the Go -Live conversion acceptance plan before proceeding with the subsequent Go -Live end user activities. 8.1.7 S&S Responsibilities 8.1.7.1 S&S will execute and balance the conversion during the Go -Live weekend potentially outside normal business hours. S&S will provide the Customer with a Go -Live conversion acceptance plan for sign off purposes. These will need to be signed off by the Customer before proceeding with the subsequent Go -Live end user activities. Go -Live 8.1.8 Definition 8.1.8.1 "Go -Live" indicates the date on which the enQuesta v6 CIS Solution is operating in a production environment at the Customer's primary place of business. Business operations and daily processing are being performed by the enQuesta v6 CIS Solution, and it is the primary system of record for the Customer. The S&S PM will lead the Go -Live activities and is responsible for developing the Go -Live Plan which details the activities and sequence of events to take place leading up to the Go -Live. 8.1.9 Customer Responsibilities Propriety & Confidential January 27, 2020 Page 27 of 37 Statement of Work for enQuesta v6 Upgrade 8.1.9.1 Facilities The Customer shall setup adequate facilities to be used as the central base of operations throughout the Go -Live period. The facility must have the basic infrastructure to adequately support the Go -Live activities including power sources, network access, internet access, phone, printer, and desk space to accommodate the Project Team. The S&S Project Team will use the facility as its core staging area for issue resolution and triage, as well as deploying Subject Matter Experts to the field for support. 8.1.9.2 Billing, AR and Deposit Balancing 8.1.9.2.1 It will be necessary for the Customer to provide the necessary billing reports to balance billing in the legacy system to enQuesta. 8.1.9.2.2 The Customer shall verify trial balances for accuracy and grant final authorization to proceed. This will conclude the Go -Live preparations. 8.1.9.3 First Week Post Go -Live 8.1.9.3.1 After execution of the Go -Live Plan and the official Go -Live, the Customer will assume primary responsibility of the CIS Solution and its day-to- day management and support. The Customer will be responsible for primary support of business processes and end users. 8.1.9.3.2 During the first week of Go -Live, a daily wrap-up meeting will be held. This meeting will be facilitated by the S&S PM and the primary goal is to review the activities of the day and report any issues. This meeting is to be attended by the S&S and Customer Project Teams. Each individual shall report on the events of the day, any problem areas, and goals for the next day. This meeting will serve as an important vehicle for sharing information across the Project Team, especially when remote locations are a factor. 8.1.10 S&S Responsibilities 8.1.10.1 Onsite Team 8.1.10.1.1 The S&S Project Team, including the PM and Business Lead, will be onsite beginning the weekend before Go -Live. The primary responsibility of the Project Team at this point is to ensure a smooth beginning of the cutover activities. Additional members of the Project Team may be deployed throughout the weekend to conduct onsite testing, data validation, and the final billing parallel. Propriety & Confidential January 27, 2020 Page 28 of 37 Statement of Work for enQuesta v6 Upgrade 8.1.10.1.2 Additional on -site support after the first week can be added with the on -site labor rates as a change order. 8.1.10.2 Billing Balancing 8.1.10.2.1 S&S will perform the final billing, AR and deposit parallel. 8.1.10.3 First Week Post Go -Live 9.1.10.3.1 The S&S Project Team will remain onsite during the first week of Go -Live to assist in any issue resolution, as well as to provide mentorship, guidance, and support. 8.1.10.3.2 During the first week of Go -Live, a daily wrap-up meeting will be held. This meeting will be facilitated by the S&S PM and the primary goal is to review the activities of the day and report any issues. This meeting is to be attended by the S&S and Customer Project Teams. Each individual shall report on the events of the day, any problem areas and goals for the next day. This meeting will serve as an important vehicle for sharing information across the Project Team, especially when remote locations are a factor. 8.1.10.3.3 The S&S Business Lead will be responsible for tracking issues throughout the Go -Live week. These issues will be reviewed in the daily wrap- up meetings. 8.1.10.4 PostGo-Live 8.1.10.4.1 Upon conclusion of the Go -Live and the first week of production, S&S will provide a combination of remote and onsite support services. After the first week of on -site support, remote support will continue for the initial 30 days of production use. Regular status meetings between S&S and the Customer will be held to review outstanding issues. The Customer will have the option for a second week of on -site support after Go -Live. Propriety & Confidential January 27, 2020 Page 29 of 37 Statement of Work for enQuesta v6 Upgrade 9.0 Phase I Upgrade Payment Milestones — Service Cost for enQuesta Upgrade & Link Mobile (and Support & Maintenance included in Phase 2) Upgrade Payment Milestones Contract Signing Amount Due $ 82,222.50 Maintenance $ 32,700.00 Estimated DatesDELIVERABLE Milestone 2/26/2020 License (Invoiced at Contract Signing) $ 101,400.00 2/26/2020 Completion of Onsite Kickoff Meeting $ 54,815.00 3/23/2020 Completion of Initial Project Plan $ 54,815.00 3/30/2020 Delivery of enQuesta v6 Environment $ 54,815.00 4/15/2020 Delivery of 11t Conversion $ 54,815.00 4/15/2020 S&S Initial testing complete and testing is turned over to the Customer $ 54,815.00 5/31/2020 New Features Training Completion $ 54,815.00 6/15/2020 Simulation $ 54,815.00 7/31/2020 Go -Live $ 41,111.25 8/31/2020 Go -Live + 30 Days Services Total Total with License Travel (estimated 28 trips $2,500/trip) $ 41,111.25 $ 548,150.00 $ •, $ 70,000.00 10/1/2020 NOTES/Assumptions: • Annual Maintenance for enQuesta remains in effect as per the 2020 S&S Support Agreement. • New Maintenance will be billed at signing at a prorated amount and added to the 2020 Support agreement for future billing. • Invoicing will occur upon completion of events as described above. • All amounts are due within 30 days of invoice. • Travel will be billed as incurred at the end of each month. Travel budget is an estimated amount per trip. Travel will not be booked until mutually agreed upon by S&S and Santa Anas PMs. • Estimated Milestone dates are provided based on a 6-month project duration and signing date. If project delays come up the jointly agreed upon project plan will be shifted out accordingly • Phase one of this upgrade includes enQuesta v6 upgrade and enQuesta Link. Capricorn SOW and final pricing will be a phase two. • This quotation is valid for 45 days from contract issue date (January 27, 2020) Proprietary & Confidential January 27, 2020 Page 30 of 37 Statement of Work for enQuesta v6 Upgrade ❑ City of Santa Ana has paid the current 2020 Support & Maintenance invoice in the amount of $156,1 16.88 per previous agreement, which excludes the new Support & Maintenance Agreement charges for Miscellaneous Third Party Licenses, enQuesta Link Mobile Module and the GIS Module. ❑ Contingency amounts in the tables below are applicable to one or more components of Phase 1, Phase II, and the on -going years of Support & Maintenance for enQuesta software upgrade and addition of the Capricorn Self -Serve Customer Portal. Base Amount Contingency Total enQuesta v6 Upgrade $649,550.00 $42,500.00 $692,050.00 1st Year of Support & $27,250.00 $27,250.00 Maintenance Travel (estimated 28 trips $70,000.00 $70,000.00 $2,500/trip) Information Technology Agency professional programming $50,000.00 $50,000.00 integration services as required Totals $796,800.00 $42,500.00 $839,300.00 Capricorn Customer Self -Serve $100,000.00 $37,000.00 $137,000.00 Portal License $85,000.00 $85,000.00 Support & Maintenance $15,000.00 $15,000.00 Travel (estimated 6 trips $15,000.00 $15,000.00 $2,500/trip) Totals $215,000.00 $37,000.00 $252,000.00 Years 2 through r Maintenance 2021On-going Support & Maintenance Base Amount $209,931.39 Contingency $14,000.00 Total $223,931.39 2022 On -going Support & Maintenance $216,229.21 $14,000.00 $230,229.21 2023 On -going Support & Maintenance $222,716.21 $14,000.00 $236,716.21 2024 On -going Support & Maintenance $229,397.69 $14,000.00 $243,397.69 2025 On -going Support & Maintenance $236,279.62 $14,000.00 $250,279.62 2026 On -going Support & Maintenance, $243,368.01 $14,000.00 $257,368.01 2027 On -going Support & Maintenance $250,669.05 $14,000.00 $264,669.05 2028 On -going Support & Maintenance $258,189.13 $14,000.00 $272,189.13 2029 On -going Support & Maintenance $265,934.80 $14,000.00 $279,934.80 $2,132,715.11 $126,000.00 $2,258,715.11 Proprietary & Confidential January 27, 2020 Page 31 of 37 Statement of Work for enQuesta v6 Upgrade 9.1 Phase 2 Capricorn — Self -Service Customer Portal Cost Estimates DELIVERABLE Completion of Capricorn Customer Self- Serve Portal Amount Due $100,000.00 Maintenance $15,000.00 License for Capricorn $85,000.00 a �� 111 11 $37,000.00 20% of Total Services ($185,000) Grand Total 111 11 Details of the Caoricom product and estimated costs: The Capricorn Portal Statement of work will be developed and finalized once Santa Ana and Systems and Software complete a discovery. The portal implementation is planned to be post enQuesta version 6. S&S will implement the Capricorn Customer Portal for Utilities and Smart Forms for Utilities products. Included area high-level description of the product and features available. Cost for the portal are estimated at $185,000 but this number will be finalized with a statement of work between Systems and Software and the City of Santa Ana. Cost for the maintenance of Capricorn in the amount of $15,000 will be billed after installation of product, at a prorated amount, and added to the 2020 Support & Maintenance for future billing (estimated billing date is 10/01/2020). Contingency of 20% ($37,000) is applicable to one or more components of Phase 2 of the Capricorn Self -Serve portal. ❑ Rich Dashboard interface with the following features and widgets: o Current Account title bar showing accounts linked to the user profile o Expanding linked accounts panel with configurable details including Account Nickname, Service Address, Current Balance, and more. o Account Details widget with past due alerts, nickname, credit rating, account owner, address, balances, discounts, pay plan, and more optional configurable details. o My Current Bill widget with current balance and due date, pre -authorized pay alerts, view current bill PDF, pay bill, payment extension requests, budget billing, current bill details by service. o My Alerts widget showing current active alerts based on customer settings and services including Bill/Usage Thresholds, High Usage / Leak Detection, Outages and other Proprietary & Confidential January 27, 2020 Page 32 of 37 Statement of Work for enQuesta v6 Upgrade o My Smart Meter Activity widget with Last Bill, Current Bill and Predicted Bill statistics. o My Recent Usage widget with graphical indicator comparing current and previous bill usage. Less or More usage is highlighted with possible reasons for the difference between the two billing periods. o My Usage Summary widget with bill usage charting for the 6 recent months o My Recent Account Activity widget showing the 5 most recent transactions on the account. o Integrated CMS widgets for enhanced targeted customer messaging and content presentation based on account profiles. o Carousel media widgets. ❑ Interactive charting and usage inquiries. ❑ User Events/Important Date chart annotations and tracking. ❑ Usage Report Subscriptions — scheduled reports emailed on personalized schedules. ❑ Usage comparison to last year. Proprietary & Confidential January 27, 2020 Page 33 of 37 Statement of Work for enQuesta v6 Upgrade ❑ Usage comparison to prior bills — with possible reasons for higher or lower usage. ❑ Local weather chart overlays - including temperature, humidity and precipitation. ❑ Bill History and E-Bill presentment with opt in/out of paperless bills. Cl Online bill payment - supporting multiple payment approaches, integration points and vendors. ❑ Quick Pay feature —pay bills with no login required. ❑ Payment Extension requests based on CIS business rules. ❑ Service Request history and status inquiry ❑ Meter Reading submissions with access control by meter and optional photo uploads. ❑ Customer Self Service Smart Forms integration with Single Sign -On enhanced presentation. Utility Smart Meter Portal Module The Utility Smart Meter Portal offers a rich set of inquiries into residential and small commercial customer usage and demand data, including: ❑ Real-time AMl/AMI/MDM/ODS integration. ❑ Daily Smart Meter interactive charting and data downloads supporting Green Button format. ❑ Hourly Smart Meter interactive charting with Time -of -Use or Regular -Use pricing. ❑ User Events/Important Date chart annotations and tracking. ❑ Predicted Bill/Usage Dashboard Widget. ❑ Usage Threshold alerts. ❑ High Usage / Leak Detection alerts. ❑ Local weather chart overlays — temperature, humidity, precipitation. Additional New Features: ❑ Premium, Standard & Landlord access to the portal. ❑ Premium - access using login id and password to full account details ❑ Standard - access using account number with limited account features enabled ❑ Landlord — convenient account access using name and customer number ❑ Bill Details Summary by Service - dashboard widget. ❑ Enhanced Budget Billing Support — ability to suggest a budget amount and show budget billing amounts. ❑ Enhanced Payment Extension Support — ability to suggest a minimum amount and promise to pay date with email confirmation. Proprietary & Confidential January 27, 2020 Page 34 of 37 Statement of Work for enQuesta v6 Upgrade ❑ Enhanced Notification Integration — supports enQuesta notification settings for communication preference and notification subscriptions where customers can update their enQuesta profile details. ❑ Enhanced Optional Personal Information Integration — supports enQuesta extended contact and additional information where customers can update their enQuesta profile details. User Reeistry & Security Module ❑ User registration and profile management. ❑ Single login for multiple account and meter holders. ❑ Ability to auto -link related accounts or allow customers to select accounts to link to their user profile. ❑ Access code and password expiry controls, notifications and recovery support. ❑ User classification and group profiling for enhanced role -based application security. ❑ Guest Access invitations, registration and management. ❑ Manage Notifications/Alerts ❑ Usage/Budget Thresholds ❑ High Usage / Leak Detection ❑ Current / Unplanned Outages ❑ Report Subscriptions ❑ Manage Consumption Report Subscriptions. ❑ CSR customer impersonation support and management. ❑ Site usage tracking and key statistics dashboard. ❑ Full user -click audit logs and user profile change logging. ❑ Fully responsive and adaptive web design with Mobile support. ❑ Portal themes for enhanced personalization. ❑ System Administration: ❑ Portal Management: ❑ Portal Statistics Dashboard ❑ Customer Messaging Center Management ❑ Site Navigation Management ❑ Site User & Access Control Management ❑ Online Payment Transaction reporting ❑ User Activity Reporting ❑ Content Management: Proprietary & Confidential January 27, 2020 Page 35 of 37 Statement of Work for enQuesta v6 Upgrade ❑ Multi-lingual support. ❑ Accessibility Compliant. ❑ Mobile Application: Mobile app downloadable on iTunes and Ooogle play store. ❑ OMS Module ❑ Customer Collection Notices viewable online Proprietary & Confidential January 27, 2020 Page 36 of 37 statement of Work for enQoesta v6 Upgrade Customer: By: Title: Willard V. Holt, Treasury & Customer Services Manager Date: Systems and Software: // By: t a,� Title: Cameron Mahbubian Executive Vice President Date:yI131 Zo20 Proptictary R Confidential January 27, 2020 Page 37 of 37 ATTACHMENT A enQuesta Version 6 Upgrade Pricing Sheet Systems & Software Prepared by Shannon Martin, Date: December 12, 2019 Revised: January 27, 2020, Pricing Expires from 3/13/2020, 45 Calendar days from 1/27/2020 Yes On Premise Server If your servers are hosted on premise, S&S will Upgrade (Legacy work with you to order and provision the Version 4.5 to Version equipment needed to keep you current, backed 6) up and running efficiently with enQuesta Version 6. See below under optional services if Santa Ana desires to migrate to the Cloud. Practice and New An onsite demonstration will be given of the ures Review (BPR) Version 6 new features and a review of your Icy Version 4.5 to enQuesta best practices and pain points will be ion 6) conducted to ensure that you are taking full advantage of Version 6 and existing enQuesta features. New features demonstrations and a best practice review will be conducted in each business/functional area using enQuesta, including the full module list shown below. New features to be used and enQuesta process changes will be documented for configuration am testing purposes. Account Management, Document Designer Utility Billing, Job Scheduler, Rate Management, Financial Management, Skeletal G/L, Credit & Collections, Device Management, Workflow Scheduling, Work Queue, Security C158, Auditing, Admin Portal, Reporting — Cognos, Customer Self - Service (WebConnect). NOTE: this is not full business process analysis where we cover every business functional area of your Utility (which is listed as an optional item below). Rather Santa Ana would be expected to provide a list of inefficient areas or challenges to serve as an agenda for the BPR sessions. Data Mapping and Data mapping for New Features, Data Cleansing $46,800 $0 $0 $46,800 Conversion / DBA and Execution of Conversion Iterations will be Services (Legacy executed by our Implementation Consultants, Version 4.5 to Version Conversion and DBA Leads. 6) -Certain New Features require data mapping rules to be discussed and established for converting from existing Version 4 to Version 6 data structures. - Data Cleansing scripts will be run and a cleansing plan will be provided for general data auditing/cleansing purposes and also to ensure data integrity and compliance for Version 6. - Four Conversion Iterations (two test conversions, one conversion for Simulation/UAT and one conversion for Go -live) will be run, validated and balanced to prove out data cleansing activities and a successful cut over to Version 6. Balancing activities include account -by - account data validation, reconciliation of system counts between Versions 4 and 6, and bill parallels. - Test/train refreshes will be performed as needed along with merging and maintenance of ongoing Utility's Version 4 configuration with S&S Version 6 configuration. Required enQuesta Product 5&S Implementation Consultants will configure $15,600 $0 $0 515,600 Configuration & Unit the Version 6 target system according to the Testing (Legacy Version decisions made re: New Features to be adopted 4.5 to Version 6) and business processes that require changes. Unit testing will be performed to ensure changes are ready for Functional and Integration testing. Required Version 6 Deployment S&S Deployment engineers will deploy enQuesta $11,700 So S0 811,700 (including Interfaces version 6 to production, test and train and Santa Ana -specific environments as well as fix packages to all programs) (Legacy environments during the testing phases. Version 4 to Version 6) Additionally, S&S Implementation Consultants will review current interfaces and Santa Ana - specific programs with Utility to ensure a complete and accurate list is made. 5&S interface specialists will then ensure interfaces and programs have been upgraded to work with Version 6. Unit testing will be performed to ensure changes are ready for Functional and Integration testing. Required enQuesta Analytics An 5&S Report Architect convert Version 4 $9,750 $0 $0 $9,750 Report Upgrades reports to version 6** and provide general user (Legacy Version 4.5 to support over the course of the upgrade. Version 6) ** Pricing is based an converting up to 50 reports. If more are needed, effort will be increased at the rate of 10 mins / report. Yes enQuesta Analytics An 5&5 Report Architect will install and configure $19,500 $0 $0 $19,500 Training and Upgrade to the latest version of enQuesta Analytics & provide Cognos 11 1-2 days of training on the enQuesta Analytics new features. Required enQuesta Version 6 S&S Implementation Consultants will provide 3-4 $23,040 $0 $0 $23,400 Core Team Training days of training on the enQuesta Version 6 New Features to the Care Team (not to exceed 20 participants). This training will be provided before Functional and Integration Testing to inform the Care Team how best to test the New Features. Item Selected? Service Component Description Service Cost License Cost Maintenance Cost (1st Combined Cost (Service, Required Testing Services (Legacy In addition to providing testing support, triage, $46,800 $0 Year) $0 License, and $46,800 Version 4 to Version 6) fixes and organizational support during Functional and Integration testing, S&S will provide Santa Ana with: - over 500 standard test scripts to use for testing purposes. - an online testing tool to manage testing progress and statistics during the testing phases. enQuesta Version 6 An experienced S&S Trainer will train Santa Ana $10,920 $0 $0 $10,920 Train -the -trainer training resources on how to train end users on the enQuesta Version 6 New Features. Note that this is primarily a training class on how to train ji small/medium to large groups of staff effectively, versus a repeat or supplement of enQuesta v6 training. It is assumed that the Utility Training resources have attended the enQuesta Version 6 - -- Core Team training. Note that if Santa Ana chooses the optional, full - service End User Training below, Train -the - trainer should be de -selected in favor of End User Training (since we dont do both). Required Simulation / User Combination of onsite and remote S&S project $46,800 $0 $0 $46,800 Acceptance Testing staff to prepare and orchestrate a go -live (UAT) one month) simulation and for both team to ensure data integrity and accuracy of the conversion / cutover process. After the go -live simulation, Santa Ana staff will execute I-3 weeks of User Acceptance or "Day in the Life" testing as a final verification of the Version 6 solution. S&S Implementation Consultants will support UAT cosine and/or remotely depending on the project schedule. Required Go -Live (one month) S&S Implementation Consultants onsite during $S4,600 $0 $0 $54,600 pre and during go -live to ensure successful launch and support of Santa Ana staff. This will provide greater comfort and ensure Santa Ana teams autonomy. Required Post -Go Live (one Dedicated S&S Implementation Consultants post $15,600 $0 $0 $15,600 month) go -live (combination of onsite and remote) to ensure clean band -off to our Support department. Required Project Management An experienced project manager will be tasked $92,040 $0 $0 $92,040 (Legacy Version 4.5 to with the execution and expediency of the project Version 6) from start to finish. Required Miscellaneous 3rd Party Various 3rd parties that will be used to $0 $14,400 $4,750 $19,150 Licenses accomplished the work and setup the automation and web conversions (i.e. WebFmt, etc.). OPTIONAL PRODUCTS MODULES Selected? Service Component DescriptionItem Cost Cost Cost (Ist Cost (Service, Yes New Capricorn Self- This is a new web portal offering that is $100,000 $85,000 Year) $15,000 License, and $200,000 Serve Portal for Utility completely responsive design and works on all ents+Admin major web browsers. All base modules are Dashboard included and a more in-depth demo of this can be presented as required. enQuesta Link Mobile $125,000 $77,000 $20,833.33 $222,833 Workforce Management GIS Module Two way integration with SNA GIs $23,400 $10,000 $1,666.67 $35,067 - G Bill Print Conversion Moving the current SNA SNA bill print templates $39,000 $0 $0 $39,000 _ (XML to PDF) from XML to Document Designer(PDF) Cloud Hosting This is taking your entire enQuesta ecosystem $23,400 TBD $58,000 $81,400 into the Cloud. This cost includes Production, Train, Test, WebConnect, enQuesta Link, and Cognos Reporting. r Required Travel Expenses This typically firms up as we collectively decide N/A N/A N/A $70,000 how much of this we would like to do on -site vs. remote. Our preference is to allot at least 20 trips and generally we estimate around $2.5K per. Item Service Component Description Selected? Cost Cost Cost (Ist Year) Cost (Service, License, and Total - Base Upgrade with Options, Travel, and MN $719,550 5186,400 $39,500 Maintenance & Travel) $1,018,560 PREFERRED In the spirit of our enduring partnership S&S is ($71,760) N/A N/A ($71,760) PARTNER willing to help subsidize and absorb the cost of number of tasks and elements to help Santa Ana DISCOUNT take advantage of our modernized application suite and tech stack Grand Total - Base Upgrade with Options and Travel (after Discount) $647,790 $186,400 $39,500 {*Maintenance not in the total. ($27,250 billed as additional Maintenance at signing) Status in the Future / One Time Investments - Detailed Pricing Footnotes t -This is an estimated number for budgeting purposes only. If SNA wants to move forward with this project there would be an analysis/discover on modules/self service required. f -1st Year Maintenance charges consist of Misc. 3rd Party Licenses ($5,700), enQuesta Link Mobile Workforce Management ($25,000), GIS Module ($2,000) totaling $32,700 in charges that will be prorated two months given a 3/1/2020 contract start date to $27,250. The Capricorn maintenance of $15,000 is not prorated as it will not be incurred until approximately October of 2020 bringing total 1st year maintenance charges to $42,250. Please Note: The Pricing Sheet includes costs of Phase One, Phase Two, and Maintenance for 1st Year. Support & Maintenance for years 2 to 10 of Agreement are explained in detail in "Exhibit 1" ATTACHMENT B Systems a Software enQuesta 6 enQuesta'"New Feature List en QuestaTM New Features and Modules List ME Systems & Software Property of Systems& Software, Inc. Confidential Document Version: 1.5 426 Industnal Ave - Suite 140 Williston, VT 05485 800 / 242.9080 (Main) 802 / 865.1170 802 / 865.1171 (Fax) v .ssivtxom enQuesta'"New Feature List Documentation © 2019, Systems & Software, Inc. Trademarks enQuesta"" is a trademark of Systems & Software, Inc. Microsoft@, Microsoft Windows@, and the logo are registered trademarks of Microsoft Corporation. Cognos@ and the Impromptu@ logo are registered trademarks of Cognos Incorporated. Oracle@ is a registered trademark of Oracle Corporation. All other product names are trademarks or registered trademarks of their respective companies. Rights The software described in this document is furnished under a license agreement with Systems & Software, Inc. The software and related documentation may be used or copied only in accordance with the terms of that agreement. Any unauthorized duplication or use of this software, in whole or in part, in print or in any other storage retrieval system, is prohibited. Except in strict accordance with the provisions of the license agreement, no part of this document may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language in any form by any means without express written permission from Systems & Software, Inc. Information in this document is subject to change without notice. Document Revision: 1.5 System & Software Property of Systems and Software Inc. enQuesta-New Feature List Systems ' & Software To Our Valued Customers We are delighted to offer you this summary of the added functions, features, and benefits gained through enQuestaTM Version 6.0. Please take some time to read through this summary to determine how these features could benefit you. Then talk to your Systems & Software representative to discuss how you can upgrade to enQuesta Version 6.0. Confidential Material Enclosed — This document includes information that Systems and Software, Inc. (S&S) considers confidential, trade -secret, and proprietary information. Note — Please refer to your upgrade contract for specific features to be included in your install. Some of the features discussed in this Feature List might require additional fees for third -party software, additional enQuestaTM module licensing, and/or implementation services. Property of Systems & Software, Inc. Confidential enQuesta TmNew Feature List Systems a Software CONTENTS CONTENTS......................................................................................................................... 4 Definitions........................................................................................................................... 6 About enQuesta Versions..............................................................................................6 1. Customer Service, Call Tracking & Inquiry .................................................................. 7 StandardFeatures..........................................................................................................7 OptionalFeatures.........................................................................................................21 Optional with License Features.. ........................ _ ..... ........ ............ ....................... ... 26 2. Work Flow..................................................................................................................... 33 StandardFeatures........................................................................................................33 OptionalFeatures.........................................................................................................42 Optional with License Features....................................................................................45 3. Pre-Billing..................................................................................................................... 48 StandardFeatures........................................................................................................48 4. Billing, Budget Billing...................................................................................................52 StandardFeatures........................................................................................................52 OptionalFeatures.........................................................................................................75 Optional with License Features....................................................................................80 5. Cash / Payment Processing..........................................................................................84 OptionalFeatures.........................................................................................................84 Optional with License Features....................................................................................85 6. Credit & Collections......................................................................................................87 StandardFeatures........................................................................................................87 OptionalFeatures.........................................................................................................99 Optional with License Features..................................................................................102 7. Reporting.................................................................................................................... 103 StandardFeatures......................................................................................................103 8. Security and System Administration.........................................................................106 StandardFeatures......................................................................................................106 9. WebConnect and PayConnect....................................................................................108 OptionalFeatures.......................................................................................................108 4 Property of Systems and Software Inc. t' Systems a Software enQuesta'-New Feature List Optional with License Features..................................................................................112 10. Technology & Web Services....................................................................................117 StandardFeatures......................................................................................................117 11. Meter Management....................................................................................................124 StandardFeatures......................................................................................................124 OptionalFeatures.......................................................................................................129 12. New Sites, Permits....................................................................................................130 StandardFeatures......................................................................................................130 APPENDIX A — WORKSTATION SPECIFICATIONS for enQuestaTm 6.0.................... 131 APPENDIX B — TECHNOLOGY STACK for enQuestaTm 6.0....................................... 132 Property of Systems & Software, Inc. Confidential 5 enQues taTM New Feature List Systems & Software DEFINITIONS Following are the new features available in enQuestaT" versions 4.1-6.0. Each feature is defined as Standard, Optional, or Optional with License. To ensure accurate understanding of the features listed, Systems & Software offers the following terminology definitions: Standard Feature: a feature that is readily available in enQuesta. This feature is setup as part of the upgrade implementation, and the functionality is included in standard upgrade educational materials and instruction. Optional Feature: a feature that exists in enQuesta and doesnY require additional licenses, however additional services could potentially be required to implement the feature; to include: • Business Process Analysis • Configuration • Conversion • Programming • Training • Documentation Optional with License: a new product offering within the enQuesta application suite, requiring additional licensing considerations and costs. About enQuesta Versions This guide mainly lists new and notable enQuesta features beginning with the enQuesta 4.1 maintenance release of 6/12/2015 up to enQuesta 6.0. In some cases the list includes earlier features (such as IVR Screen Pop), usually because the feature is noteworthy but had not been previously publicized in earlier versions of this document. Note that the previous enQuesta version numbers 4.5, 4.7, and 5.3 have been realigned for clarity: Version Previously Known As Is Referred to In This Document As 4.5 5.0 4.7 5.5 5.3 6.0 Property of Systems and Software Inc. enQuesta- New Feature List Systems s Software 1. CUSTOMER SERVICE, CALL TRACKING & INQUIRY Standard Features Feature version Application Functions and Benefits PDF and Excel List Enhancements 4.1 All Lists Now Include Account Details —When creating account -level Excel and PDF lists from Inquiry (as for IV a h- _ = Smmmasr End HOME INSERT PALL - FORMUTAS DATA REVIEW VLNJ Summary History, Payment PC Cut tea, a a � _ �,_ Dw,aPT Details, Usage Details, and ca Parts 1. pP ' B r u - , A - _ ._ �- - Me,9e +rormal _. — - � Workflow Details), enQuesta Parole. _ now displays a header of Clipboard Ford lo gym° customer information C17 - - fr -51.53 (Account Number, Customer A 6 C u E Name, Service Address). Summary History 2 - Excel performance has been 3 enhanced to include fixed 4 Account 11-9494.302 5 Customer REBACARLOS elements. Spreadsheet 6 Add... 75'E5THST values are now in e �D�Cg� 971 numerical/currency format. 9 Trap. Date Amount Balance _ _ _ _ 10 OR 1011812008 $5.58 it BILL 10/1612006 ($5.58) 12 BILL 9114/20W Msa) 13 CASH W3012006 slo0m) ($5.58) 14 BILL 611512008 $94.42 15 BILL 7/19/206 $2550 $94.42 ' I6 BILL 7/13/20N $68.88 $68.88 17 GASH 7/SQM ($51-53) 18 CASH 6/15/2006 ($4300) $51.53 19 BILL 6/14120M $52.18 $94.53 20 BILL 51151iC06 $4121 $42.35 21 CASH 51812CO6 (SMOCI) ($0.88) 22 BILL 4I12I2006 $2956 $29.14 Summary History n� Enhanced Controls for Display of Social Security / 4.1 All Inquiry Portal has been Driver License Numbers in Inquiry enhanced to allow for the configuration of how the Social Security Number and Driver's License display. Now you can choose to display - Full SSN only - Last 4 SSN - Only Driver's License - Neither Reference: Control Code 487 Property of Systems& Software, Inc. Confidential enQuestan"NewFeature List Systems as Software Feature version Application Functions and Benefits Advanced Account Search 5.0 All Advanced Search provides a quick and powerful way to locate customer accounts. In a way similar to a Google search, every keystroke sends a new search to the server. The result list narrows as you L} type. If the desired result is not yet within view, simply keep typing to refine the search. The goal is to find the desired 6TlN '<,<um,m:pi<y<e account without having to scroll or page through results. Advanced search allows for = partial names to be entered. For example "jo" will return "Jones," "john," or "journal st." �.-__.. _..._ Behind the scenes Advanced Search is creating a wildcard query so you don't need to completely type everything you are looking for. For example: - "'jo" is searched as "jo*." - "jon sol" might be all that is needed to find customer Jones living on Soldano Ave. You can also add filters to your search or search specific data fields (for example, Social Security # or Social Security Last 4) rather than all fields at once. If you run a particular search repeatedly, you can even save it for either shared or personal re -use in the future (other users must share your same Inquiry Portal view). Property of Systems and Software Inc. enQues ta—New Feature List Systems a Software Feature version Application Functions and Benefits Notepad Expiration Date 5.0 All Want to place a time -limited note on an account? Now Notepad Types can be configured to receive an optional expiration e� date. On user -defined notes. •.. Boa 0 Expiration dates can be set up aG y at the time of note creation. -• •• - ®• --• i •n --•• All system -generated notes will also generate an expiration u date if the Notepad Types c Expiration Days are configured to expire. aN Even if a note expires you can still view it by placing a check b ------ mark on the Notepad screen at Show Expired Notes. i� y— Property of Systems& Software, Inc. Confidential enQuesta-New Feature List Systems a Software Feature version Application Functions and Benefits GL Batch Drill Down 5.0 All This new Accounting inquiry / report drills down from GL batch number to CIS detail data (such as is found on the Billing Register). This interactive reporting feature � lets you scrutinize G/L records down to individual transaction " * L MTl a," records for specific accounts. �, a^•a»19J A G/L batch is created when- ever an enQuesta update is m ;; "l".W run. The G/L Batch Inquiry Drill Down lets you: t50 3.5° 1111 »_"° View all the different enQuesta Account Type/Account Code charge combinations (reference numbers) comprising the selected GIL batch's charges. Within each charge reference number, view all G/L account codes and " their corresponding debits or credits. This also normally displays in qw relevant G/L journals. Cross check for each reference number charge the total of G/L debits or o "Export to Excel" if desired credits vs. the total of corresponding CIS History transactions (such as Billing History or Cash History transactions). These should have oppo- site signs and net to zero. - Download/open a CSV file providing an account -by - account breakdown of all the enQuesta CIS history transactions for a selected reference number within the selected G/L batch. 10 Property of Systems and Software Inc. >; , Systems a Software enQuestaTmNewFeature List Feature Version Application Functions and Benefits Process Assistance Search 5.0 All Process Assistance topics are quick process -reference documents available by clicking the "file icon cabinet" at the top of the Inquiry screen. Version 5's new Process Assistance Search feature helps users locate the topics o! = they need faster because it full inside the searches -text documents themselves. p>. �.-:- In addition to the expanded _ base set of almost 300 topics wad• supplied by S&S, utility Im your a -„® can add its own topics in any „. of the following formats: .` - Microsoft Word (DOCX, DOC) - Adobe Acrobat (PDF) �w ` HTML documents created -,••__ "- _ - -- - using enQuesta's integral HTML editor g. You can navigate directly to a Process Assistance topic b clicking its link. j What is the Billing Validator? a Pw Su 6Jr9':myY"Nr w.m Rm. ry 1 rrvm Pnn°nn vu ea5fi:Pu::Prvurav ,uN:mM1r H::q, ��J �°RW.S::Ja yyy ENiy:m o.m Yvr,@ [{{ We",ry Menf �.; •rn-••• °Pi�un ^Pe N%'ObEPeeep Property of Systems & Software, Inc. Confidential 11 enQuesta-New Feature List Systems a Software Feature version Application Functions and Benefits Display PIN Number in Inquiry 5.0 All In the past it was possible to store a PIN number or password on: The CIS person record ,,.:,.. —,.• �.. , l - The Customer Master -- I (account) record However, there was no auto- matic way of displaying this information; the CSR would need to open one of the above. maintenance screens to view the PIN. What's new is that enQuesta can now display aPIN/Password automatically as a pop up when the CSR opens an account. Quick Search for Phone Number 5.0 All The Inquiry Portal Quick Search feature has been enhanced to allow look ups by phone o v4.5 Development - 45 as kryan numbers. Qu lck Search: .4 Phone Number WQh Ba6nce�' cAccount # nc Customer Name With ea6nce ERT # KAWC Premise ,# i io Maanp m Care Of iL Meter # — Meter hlanufacoma, # Own Phone Number Wdh B.Noce '.. SOC. ilics 14 Tax - Map & Parcel ID ,# Display Unused Applications 5.0 All The Inquiry Portal configuration now provides the option to display all applications, even those for which an account has no services. With this option, an account's service-less/item-less applications would display grayed -out links until a service or item is added. enQuesta would create the customer master records for all services available even if the customer 12 Property of Systems and Software Inc. 1-C Systems ® Software e nQuesta" Ne wFea ture List Feature version Application Functions and Benefits doesn't have that service. Only the services that have (Services/Items) will be highlighted. Search Accounts by Secondary Party 5.0 4 If desired, enQuesta's Advanced Account Search can be config- ured to allow filtering for secondary party (for example, _° W H - cotenant, relative, third party, etc.). Driver License Masking During Inquiry Lookups 5.0 All enQuesta was enhanced to provide additional security for doing look ups by Driver's Licenses that allows only the first 5 characters to display with the remaining characters masked. Contact S&S for information about this enhancement and configuration of the new Control Code (612). Property of Systems & Software, Inc. Confidential 13 e nQuesta-New Feature List Systems 1W & Software Feature version Application Functions and Benefits Secondary Party Fast Facts and Alerts 5.0 All Secondary party types can now be configured to display Fast Facts and alerts in Inquiry. ° For seasonal alerts, Fast Fact wording can be configured to ® - ■_ _ change according to the configured "Valid" and "Invalid" y season dates. < O 14 Property of Systems and Software Inc. enQuesta'"New Feature List Systems a Software Feature version Application Functions and Benefits Data Encryption for Sensitive Data 5.0 All enQuesta has been enhanced to encrypt all Social Security — TIN data within the enQuesta database system. Lookups for Social Security, both full and "last 4," have also been changed to require an exact match before displaying accounts. Data is encrypted at rest. Moderated Token Selection During HTML Template 5.0 All Tokens are used as place - Editing holders for account -specific information when you compose HTML templates for various types of notifications and WebConnect e-mails. Because some tokens should only be used in specific types of messages, it was sometimes confusing which tokens were applicable for a particular type of message. Now the enQuesta Content w Editor (where you compose notification templates) provides an Insert Token function that . y moderates the available tokens ( into a drop -down list sorted by "domains" clarifying where the tokens are applicable. Typical domains group tokens for: - Global Notifications (tokens are suitable for all standard notification messages) - WebConnect E-mails - Bill -is -Ready Messages - Work Order Status Messages - - Pre -Paid Messages (utility specific) Property of Systems & Software, Inc. Confidential 15 e nQues to -New Fe a ture List Systems & Software Feature version Application Functions and Benefits Expanded Report Code Functionality 5.0and All Report fields/codes are flags you 5.5 can set on individual accounts to confer special treatment or pro- vide information. You set them using work orders. Among other o : yOilo functions, report codes can set: - Permanent or Date -Depen- M . - -"-•••__•._ _7 dent Markers, Fast Facts, and alerts for special attributes such as "Medical Alert" or "Active Military -- Service" or "Senior Citizen." - Stop flags (such as account r protections, Stop Notice, Stop Shut -Off, Stop Penalty) - Rate modifiers that trigger special billing rules (in conjunction with the Rate Algorithm tool; e.g. LIHEAP) -•^ New Report Code functionality: Can now be applied across ---- multiple applications _—- PIN Number Display when the account is opened 40 ° • DateControl— Youcannow set report codes to expire ®® after a specific number of _ - days or to be active only w during a one-time or annually w recurring date range. This can save you from having to — E r_ - remove the code by another work order, and also support seasonal billing and C&C ,_.e= ^* . 4'`r processes.(5.5 up) - ~.�.,� ... — -' v� Report Code StarUStop dates can now be used - - in Penalties, Shut Offs, Notices, and Billing Algorithm J:2 Tool. y.... - En masse inclusion or exclusion of accounts having any of up to 999 report codes during individual notice 16 Property of Systems and Software Inc. enQuesta'"New Feature List Systems & Software Feature versmn Application Functions and Benefits calculations (by using Report Code Exclusion/Inclusion Sets). (5.5 up) Benefit: More granular control over report -code -governed I processes. ABILL-Type Adjustments Can Now Generate 5.5 All See the description on page 69. Explanatory Letters to Customers Retail Choice / Customer Choice Fast Fact with 5.5 Electric The Inquiry Portal has been Supplier Number Gas enhanced to display Retail Choice Fast Facts for utilities with Retail Choice / Customer Choice functionality. Hovering over a customer's Retail Choice Fast Fact displays the supplier name and telephone number. Clicking on the Fast Fact pops up a screen showing the customer -choice -transaction history (so the CSR can review history of enrolls/drops/rate changes). Only for utilities with Retail Choice / Customer Choice. For more about enQuesta's Retail Choice / Customer Choice supplier management option, see page 82. Configurable Display of Balance Breakdown Codes 5.5 All This Balance & Status screen in Balance & Status Screen enhancement makes the display of Balance Breakdown Codes on Inquiry's Balance & Status screen configurable. Utilities can choose to display or to hide the drill -downs showing the Balance Breakdown codes composing each application. Contact S&S for details. Property of Systems & Software, Inc. Confidential 17 enQuesta—New Feature List Systems a Software Feature version Application Functions and Benefits Scalable Inquiry Portal Display 6.0 All As devices and displays become more diverse (larger monitors, tablet devices), so should your CIS. enQuesta 6.0's Inquiry Portal has been redesigned with a resizable layout to leverage _= the various devices and display sizes preferred by the individual users. _ Note: Post 6.0 point releases will - -- -..: - enhance this feature beyond resizable layouts to responsive - HTML layouts. Responsive Design from HTML5 V6 All A number of enQuesta screens Point have been and are continuing to Release be redesigned with a responsive HTML layout to better support the various devices and display sizes preferred by the individual users. 18 Propert y of Systems and Software Inc. enQuesta'"New Feature List Systems & Software Feature version Application Functions and Benefits Redesigned enQuesta Menu System 6.0 N/A enQuesta 6.0's redesigned menu system allows quick retrieval of enQuesta programs © and screens based on the specific operator's security level. New functionality includes: _- -_ Tree -like Structure - - - - -_-_ Collapse or expand menu - folders with a click. Search Capability— _ --_ - - Type a word (for example, - = - •� "deposit") and enQuesta displays all menu items _ - containing that word. Customizability— Users can create their own favorites by dragging and dropping any program items from the menu on the left to the Favorites bar on top. Security -Contingent Functions — UtilityAdmin - _ - -- -- _ personnel can right click items to see which operator W -- last ran a program and when. = _ Benefit. A more logical, intuitive, and easier -to -navigate menu system. Operators can - customize their screens to their - - own responsibilities and managers can keep apprised of program and run sheet status. Property of Systems & Software, Inc. Confidential 19 enQuestaTMNewFeature List Systems a Software Feature version Application Functions and Benefits Rich User Interface Functionality from GXT 4.0 6.0 All State-of-the-art interface (Google Web Toolkit) and PrimeFaces Component technologies such as the GXT Suite 4.0 Google Web Toolkit and PrimeFaces Component Suite will enable enQuesta to display a more robust variety of interac- tive graphic display areas. A. ._A .. ...... ... tv .32 11 o O ��,. .� 20 Property of Systems and Software Inc. enQuesta•"New Feature List Systems & Software Optional Features Feature version 4.0 Application All Functions and Benefits Available from the Billing tab's "What If" Rate -Change Inquiry drop -down selector, this function lets you test whether, for a billing date you select, a different rate would have increased or decreased the billed amount. You can use this information to assist the ' ® customer in a rate -change - - — decision. For example: - •..•...... -. �___d,... Deciding whether a switch to a Time -of -Use rate would be 7-- more economical based on w "am'•"' _ ;:I their usage history. �� = y -•-- — When analysis is complete, ]eui<umntGW]n_SN os enQuesta displays: ♦aW naY•ua]�fl.]f - A summary block in the upper right indicating whether the total bill would have increased or decreased, and by how much. - On the bottom, a more detailed comparison of both usage and non -usage - related charges for the current rate vs. the projected rate. Your utility may also offer What If comparison functionality directly to your online WebConnect customers. Additional professional services are required to implement this feature at your organization. Please see your sales representative or account manager for details regarding scheduling and pricing options. Property of Systems& Software, Inc. Confidential 21 enQuesta''NewFeature List Systems a Software Feature Version Application Functions and Benefits IVR Screen Pop: Auto -Loading Inquiry Records V4-V6 All The enQuesta IVR Screen Pop from Incoming IVR Calls application enables each CSR workstation to display an IVR caller's account information in Inquiry automatically if the caller Wate SCREEN POP requests to speak with a CSR Ae.gt ,a Account:: Quick Search: FORM -k+ Accounts and the CSR accepts their call. WATER SEWER STC)"WATER enQuesta Screen Pop Client is a summary ealan¢85tatus BillingPayme Windows® desktop application that integrates with your utility's IVR telephone system. When THomAs MATTHEW AINOR s Account 3-0318.301 Balance and Credit Summary the CSR accepts a transferred p Active Code ACTIVE Status Cade NORHAI BalanGe suagoo1y call from the IVR system, the So..l Security—.15666 ACWal Cment IVR Screen Pop function Past Due enables the IVR Vendor root Facts A`m°Dye software to send the caller's Om� Reading Charges Less Payments NONTAXAB.ESTANIE Net Balance Due customer account number to Meters ` enQuesta for automatic loading in the enQuesta Inquiry Portal. The IVR Screen Pop's Inquiry display provides you with the same functionality normally available from the standard enQuesta Inquiry screen except access to enQuesta menu screens. To access enQuesta y ,saa� �" _.�,;�ls s ;oz�a menu -screen programs, you still need to use the standard rbn icon noshes when you have accepted a enQuesta application. ,.Y bur her viewed It in 5,,P,e Pap Inquiry. And if you need to accept your next call before completing your Inquiry Record Queue from IVR: previous call's enQuesta screen work, the Screen Pop u heapplica- lion even remembers the new --- -- 1-0566.303 -- call's account number so you Ses �1-3550.300 `y ------ can load its associated account --rTj 12:04 PM screen later when you are ready to do so. Recent enhancements added to the Screen Pop functionality (from 2016 on) are: - Inquiry Record Queuing — For busy occasions when an operator accepts multiple calls but does not have the time to view all the associ- ated accounts at first, enQuesta displays a queue 22 Propertyof Systems and Software Inc. enQuesta-New Feature List Feature Version Appikatlon Functions and Benefits list to catch up viewing these accounts in Inquiry. - Screen Themes — Boldly differentiated screen skins are available to help users more easily distinguish IVR- initiated Inquiry records from CSR-initiated records. - Multi -Port Capability for Use in Virtualized Environments Such as Citrix — If multiple users' enQuesta sessions run off the same server, sharing the same server port is not permitted by Windows. This new feature allows you to override the default port automatically (using an environment variable such as the user's telephone number) or manually for each user. - Enhanced Security — Other workstations are blocked from connecting to a user's Screen Pop client. Connections are local host only. NOTE: Additional services and scoping are required for this feature. Contact your sales representative for details and pricing. Spell Check for Notepad 5.0 All enQuesta Notepad can be optionally enhanced to provide spell checking functionality. NOTE: Additional services and scoping are required for this feature. Contact your sales representative for details and pricing. Property of Systems& Software, Inc. Confidential 23 enQuesta-New Fe ature List 5yst erns & Software Feature varsion Application Functions and Benefits Storage, Retrieval, and Delivery History for 5.0 All If a utility uses the enQuesta enQuesta-Generated Documents Document Designer tool to create documents (Letters, Work Orders, Bills), these documents Workflow W can now be viewed in PDF format directly from the Inquiry CalTradmgrl.ether Generation Portal — in context of the Cal Tradagotter tfmtory account being viewed. The to complant display includes details such as Delivery Delivery Methods (E-mail, Complaint Hsu" Text), Delivery Dates, we6Cormect open seNm keports and Statuses. In addition, the CarnmnimUon Preference History CSR is able to resend the ; V Doamn t - documents directly from the — r r Inquiry Portal interface. rat>r>® Ye-, .v= ........r [�.s�ravr vim...,... n,m• -. t�}.' .. fYY�4Yl1�sIW M1r•® wu.uma timoza,a34i '-" W6f0WUVi 06WdNWVr11aY9 ® 24 Property of Systems and Software Inc. e nQuesta- New Feature List Systems Sofrivare Feature version Application Functions and Benefits Green Button 5.0 Electric See page 129 in the "Meter Gas Management" section for a description of this feature. Property of Systems& Software, Inc. Confidential 25 enQuesta—Ne w Fea ture Lis t Optional with License Features 46 Systems a Software Feature version Application Functions and Benefits Notifications & Communication Preferences 5.0 All You can now offer your customers the option of receiving account -related reminders via a range of communication methods, ® including: e, e-mail - paper ,,.. R, - SMS Text Messaging "p This versatile Notifications functionality is supported via zr both Call Center input from the Inquiry Portal in enQuesta and Customer Self -Service input in WebConnect. enQuesta Notifications is integrated with the enQuesta a �o.0.zH•v Work Order, Letter Generation, -- - •-. _.`. --(_ •-_ • •-•• ,�-�<�,. m Permits, and Backf ow run W. J sheets. w-- In addition, we have included powerful 3rd Party and Co- tenant functionality to ensure that the complete range of account relationships handled by �p the utility is covered. At setup your utility defines the types of notifications offered (such as Bill is Ready, Notices, and Account Correspondence) and defines for each those communication options to display as options for CSRs and WebConnect users. (Please note: SMS capability is dependent upon the utility having a relationship with 3rd party vendor. Integration services are not included in the standard SOW. S&S can recommend providers we have worked with in the past.) 26 Property of Systems and Software Inc. enQuestar" New Feature List Systems & Software Feature version Application Functions and Benefits Enhanced "Print" Steps Now Support E-Mail, SMS 5.0 All Formerly print -only processes Text, and IVR Notifications such as the Work Order Control Sheet/Print, Letter Extraction Run Sheet, Permit Control Worksheet, and Backflow letter -w �= o ® extraction now have a Print / Email field supporting paper and electronic output options. Prior to 5.0, users could e-mail individual documents only, via the F9 key from a work order. Now Work Orders, Letters, Permits and Backflow can . - r e-mail, text, or send IVR messages enmasse. The new Print/Email field lets you control the output(s): 1 —To honor Communication Preferences by printing for recipients who requested paper .noon.+ewn°w"un.n„amp and generating electronic messages [e-mail, SMS/Text, IVR, etc.] for recipients who This feature is an important part of enQuesta have so requested. notifications. See the Notifications Basics and 2 — To honor Communication Setup Guide for more information. Preferences for electronic messages only (not printing any document to paper). 3 [default] — To print all docu- ments (disregarding Comm Preferences). This prints entirely to paper. 4 — To honor Comm Preferences for electronic messages, but print documents for all accounts regardless of whether paper was requested. 5 — To voice -dial accounts with phone numbers but NOT PRINT. NOTE. Electronic outputs are limited to those communication methods contracted for by the utility (for example, texting through an SMS-Text vendor). Contact S&S for assistance. Property of Systems & Software, Inc. Confidential 27 enQuesta-New Feature List Systems a Software Feature version Application Functions and Benefits NOTE: Additional services and scoping are required for this feature. Contact your sales representative for details and pricing. SMS and IVR Integration services are not included in the standard SOW. E-Mailed Notifications if Job Scheduler Tasks 5.0 All See the description on page Exceed Configured Time Limits 119. Shut Off Notification 5.0 All A utility customer can now receive a notification when their account is turned on or off. Property of Systems and Software Inc. 4006* S ateSoftmm enQuesta'"NewFeature List Feature version Application Functions and Benefits Payment Notifications 5.0 All See the description on page 86. Redesigned Secondary Party Functionality Now 5.0 All Secondary party types are now Integrates with enQuesta Notifications integrated with the enQueste notification system. This is because, while the account holder is usually the notification - recipient, notifications can also be sent to secondary parties. Notification setup in the ADM menu now provides enhanced secondary -party controls enabling the utility or S&S to - define: uM1° Informational Secondary w Party types Types of the "Third Party" kind that can receive a copy of account holder documents - "Seasonal" types that activate/deactivate address changes according to a date range configured for them - Associated Fast Facts and/or alerts for Inquiry - Which specific notifications are available for sending to specific secondary party types, and via which media (paper, e-mail, SMS text, voice, etc.) Property of Systems & Software, Inc. Confidential 29 enQuesta'"New Feature List synems * a software Feature version Application Functions and Benefits - Whether the secondary party can open a WebConnect profile online - I I i Option to Limit a Notification to Only Paper or 5.0 All Notification setup now lets you Only Electronic Media (or Both) configure the system to allow customers to choose both paper and electronic versions for individual notifications. Alterna- tively, you can restrict the customers to choosing either one or the other (generating an error if they choose both). Inquiry -Based Miscellaneous AIR Interface 5.0 Misc. Your utility's primary billing AIR activities are for applications such as Water, Electric, or Gas. However, the utility may also ` need to bill for sundry goods and _ — - - services unrelated to these mainstream commodities. For example: - Poles - Property -Damage Repair a - Hydrants - _ Wire - - Employee Insurance ® Premiums With enQuesta utilities you can now invoice and administer such transactions using a familiar ".###' type customer account 30 Propertyofsystems and Software Inc. enQuesta—New Feature List Systems s Software Feature version Application Functions and Benefits . _ . _ wx• that is easily accessible from Inquiry. Miscellaneous A/R is e .® treated as a separate application. Miscellaneous AIR accounts also have their own Online Posting menu accessible by clicking Inquiry's Online Posting icon from any Misc. A/R account. In all, enQuesta now provides easier access to and processing of Miscellaneous Accounts Receivable records. Sundry Upload of Miscellaneous AIR 5.5 Misc. For use in conjunction with the AIR optional Miscellaneous A/R module: If your utility tracks billings outside of enQuesta's direct retail billings (for example, charges for poles, property - damage repair, hydrants, wire, and the like), enQuesta's new Sundry Billing Upload program enables you to enter such charges into a spreadsheet that you can upload into enQuesta. External -Document Management Tool 6.0 All Does your utility need to upload external documents (such as Word, Excel, PDF, or image files) and associate them with specific accounts, premises, or persons? Or maybe your utility's WebConnect customers require the capability to upload relevant documents online? Driver license scans, meter -damage photos, and new -service -related documents are examples of files a utility might want to associate with an enQuesta account, premise, or person. Property of Systems& Software, Inc. Confidential 31 enQuestar"New Feature List Systems & Software Feature version Application Functions and Benefits I This "Upload Document' ra W a ® w functionality is available not only to enQuesta users, but also to WebConnect users. For example, a customer might have a broken meter and want I to send a photo of the damage. NOTE: Additional professional services are required to implement this feature. Please see your sales representative or account manager for details regarding scheduling and pricing options. Upload External Documents & Associate with enQuesta Entities 32 Property of Systems and Software Inc. enQuestar"NewFeature List Systems is Software 2. WORK FLOW Standard Features Feature Version Application Functions and Benefits FOS Operational Queue Viewer Enhancements 4.0 All The FOS Queue Viewer has been enhanced to: - Allow a user to view only AMI related entries. This lets you segregate AMI provi- sioning errors from other FOS operations errors. - Display both the Account Number from the Work Order and the Work Order Type. Note: Interface must have been purchased. Work Order Origin Entry 4.1 All enQuesta now allows you to record the context in which a new work order is created (customer visit, phone call, WebConnect service request, Order Year 2012 order Number: 3LI,n e-mail, postal mail, etc.). A new Entry Criteria s Enter Origin field to enable this order type is F__5o01 40 Move ounMove IN was added to the Work Order Order type 2: F--i G. Type file. Ac¢nunt r: 0 a o Res Cd Q Ci schedplino Detail View Fppo�dn OnBin: M v one ea Date Scheduled: n e f Ta.ep. 4 wen sa Fmm Tlm¢: FMall n-e: OpH PoNI Mall Aub Ganmlad SeNI[e OereOn S: Cn.a-*Fm Last TI.Od b, F I Last Entry: I Q InquiryQlndc Me Notes; � Active Cade i-1 Stems code r1 Conant and New Deposits Transfer Curen[ Oeposi[ Versus RefunP (W.) Property of Systems & Software, Inc. Confidential 33 enQuesta-NewFeature List SystemtSoftware Feature version Application Functions and Benefits Enhanced Application Bump Ups and Sewer 4.1 All enQuesta's Move In/Out process C-MTR Record Management During Account Setup was previously enhanced to (SETA) Work Orders allow for the "Application Setup" selection box to be suppressed. That enhancement has now "=°•°me,.--wee�9ep,.°9 k... been further enhanced to check for any service that has ever been billed at a premise, and —if ,.� not all of those services are active for billing —the "Applica- -- tion Setup" selection box will always appear. This allows the user to validate that these services truly should be billed or not billed before moving in the new customer. The "Application Setup" box now containsthe billing rate and active code of that service (application), to help ooe the user make the decision. o� The main reason for this 0 0 enhancement is to ensure Sewer will bill (by eliminating tiu_m' o w the unintentional loss of Sewer ® o C-MTR records), but it is also useful for all kinds of services. For Sewer C-MTR records .. added enQuesta now performs added validations to ensure that the billing information is created. If there is a problem preventing this, fatal error code messaging __ Wort oar r n . �- .l has been improved to provide n.a ®® clearer corrective action descrip- tions. For example, in some _�• d• * cases a work order may need to be changed on its Vital Informa- tion screen to correct the problem. _ Benefit. These safeguards help ensure that new accounts will bill the proper services. 34 Property of Systems and Software Inc. enQuestar"New Feature List Systems a Software Feature Version Application Functions and Benefits Add PREVIEW Icon to Work Order Printer Selection 4.1 All The option to generate a Window preview PDF has been added to the Print Quick Work Order pop up. _--Webpage Dialog _ Order Year 2015 Order Number 652797 Printer yscsroz q Email y ( Transfer Customer Information to Another Account 4.1 All Work Orders was modified to without a Move Out Work Order introduce a new customer information transfer option that allows customer information to by ' be transferred without doing a Inquiry Quick Notes: move out work order. Active Code F-1 OPEN status code pT_� Not printed You no longer need to have a j Current and New Deposits move -out work order on one N - No I- Transfer Current DeposdVersus Refund? (Y/N(Re account and a move -in work order on another account. Transfer Cust tnfo'Dop From Exist Aca*?(Y/ N -Na � Contact S&S Support for accppnc> 0 q n - Yea information about this new New Deposit s itDeposit feature. Deposit Date On q Transfer Amt O > of Deposits O New Deposit New Sub Deposit FOS Queue Viewer Now Permits Batch Deletions 4.1 All The FOS Operation Queue Viewer was modified to allow deleting by Batch. Note: Interface must have been purchased. Property of Systems & Software, Inc. Confidential 35 enQuesta'"New Feature List _4 L-_',a Systems a Software Feature version Application Functions and Benefits Collection Agency Records Are Now Editable from 4.1 All See the description on page 87. Work Orders 4.1 All For utilities having the mobile Work Orders - Send E-mails From Mobile Work Order Queue Viewer When Failed Transactions Are work order interface: Written to the Queue The Work Order Queue Viewer program was enhanced to allow utilities to receive e-mail notification whenever a failed transaction is logged in the queue. Note: Requires configuration and purchased interface. Work Order Fatal Queue Now Recognizes Fatal 4.1 All If a work order is coded to auto Orders in Real Time update and encounters a fatal error, it will immediately show on the work queue. In addition, if a work order's only fatal code is "Cycle Lock" it can easily be filtered from the work queue. This eliminates the need for the additional fatal work queue for "Cycle Lock." 36 Property of Systems and Software Inc. enQuesta—NewFeature List Systems & Software Feature Version Application Functions and Benefits Work Orders has been Enhanced to Ensure Mailing 4.1 All New fatal codes were added. Address and Owner Address Accuracy Work Order Type Advanced Search 4.1 All When you create a new work order, enQuesta work -order -type selection offers more robust, full - text search capability in which r can search for text located Work Order Lookupyou anywhere (not just the first word) Wmk Order Type Work Order DescripFpn _ in a work order type's configured _URNnumber, description, or remark. Workorder Remark Note: This 4.1-up feature is -- -- Turn Off — anticipated in 2017. Type Group Deitediddr, Remark ' 656 2 VAC TURN OFF Turn an service to a vacant premise. OFF `,11 seMce due to account rs. 6 2 SVC TURN Turn off service prior to major work. Property of Systems & Software, Inc. Confidential 37 enQuestaTMNewFeature List Systems a Software Feature verslnn Application Functions and Benefits Work Order Search 5.0 All Work Order Search enables you to quickly look up — across all enQuesta accounts — all the work order records for any = particular: `-�--' ^•«.��M••l..«..« Route or cycle (or one or more ranges of routes of cycles) �^« =••0 - _ -• `-'-�• �• ._ ,...-.,. Work order year m� ] _ Work order number (or one or more ranges of work order numbers) -•r__^o Mk .o"rer«...... °"'""` Work order type ..f—� av�lWl,..emnl Hole amnwr... u.i.x. _-,.l„....... Meter or communication device Schedule date or date range _ ......... Application ._..--..W..::--►-rx Work Order Status. You can also filter simply for orders not yet in history. • Service area Field worker riay- r"="'=,""=,ice o ®- Property class ®_ Customer name (across ;`—•- „_, multiple accounts) _ '•r �� -k "-'- �'- - Address (across multiple �nA,a,,,.__..,-., a ..• .. accounts) After you set your desired _ s search term(s) and filter(s), enQuesta lists work orders tea.aR satisfying Your criteria. This scrollable, multi -column result list includes over twenty order parameters. f ` J The search screen provides uuwrn...n m �+...o- a..r - „r.r.•.„.,,1.,.•..•.•r..x,.,,, — these useful link columns: [Work Order] Number— Click to display the work order in View mode (read only). • Account Number —This exits you from Work Order Search and takes you to that work order's specific account in Inquiry, where you can perform work -order or other actions as you would normally. m Property of Systems and Software Inc. syst)00 ants &Software enQuesta'"New Feature List Feature version Application Functions and Benefits Work Order Restriction to One Security Group 5.0 All Work order types can now be restricted by employee Security Group. If a security grouping is a specified on a Work Order Type . _...r, ......_ .. _.. �."o configuration, enQuesta permits only operators belonging to that security group to run the work _.,. order type. o_.. ,.,�. _ ..... .%eafe Nod Add Secondary Parties From Move -in Work Orders 5.0 All Now you can also designate ^« • l account secondary parties at the New Account - Customer and Mailing Information same time that the new account holder is set up. q © New Account Customer Name: 2nd Parry KENNETH BARR O If your utility permits it, during O 4 © New Account Nailing Intormatiom move -in orders you can use this KENNETH BARR new field to set up a secondary - party or seasonal address for 50a NUSTIN AVE the new account. Just click the FLM icon and complete the ANAHEIM CA 92e07-2664 714-666-6666 Customer Secondary Party Maintenance screen — right Naa, Arenum - namwit from the move order. Property of Systems& Software, Inc. Confidential 39 enQuesta-New Feature List Systems a Software Feature version Application Functions and Benefits Work Orders Can Now Set Report Code Dates to 5.0 All Work Order Type Maintenance Either the Current Date or the Schedule Date was modified to add a new Schedule Date/Set Date field on WOT page 5. It provides these options for displaying a Report Code date on Customer Master Files: - the System date when the order is run, or - the Scheduled date of the work order Duplicate Work Order Checking Now Extends to 5.0 All A check was added to the work Premises as Well as Accounts order entry program to prevent accidental creation of duplicate work orders on the same premise. Previously this check only prevented duplicates on the same account and did not support split -service situations where, for example, a duplicate order might be inadvertently created for both a landlord account and a vacant tenant account located at the same premise. Notice Due Date and Amount Are Now On the Work 5.0 All By popular request, the Notice Order Secondary File Due Date, Notice Amounts, and Shut Off Date from the Collections Run Sheet (or Billing Collection Events Calendar setup) are now available in the Work Order Secondary File for printing on work orders and letters. 40 Property of Systems and Software Inc. t; Systems s software enQuesta-New Feature List Feature version Application Functions and Benefits Work Order Type Can Now Include/Exclude by Tax 5.0 All Work Orders was enhanced to District and Property Class allow a Work Order Type to be configured to include or exclude specific Property Classes and/or Tax Districts. When configured to include a specific Property Class and Tax District, only accounts that match the criteria will be allowed to use that work ordertype. Benefit., Ensures that work orders having specificity for a particular property class or tax district are not accidentally run on the wrong accounts. Property of Systems & Software, Inc. Confidential 41 enQuesta'"New Feature List Optional Features Aw, Systems & Software Feature version Application Functions and Benefits Meter Orders Can Now Update a Meter's AMI Type 5.0 All See the description on page 129. Work Order Task Routing via Work Queue 5.0 All Some work orders require follow-up tasks outside the work order itself. For example, a follow-up call to make sure a recent complaint has been resolved. Work order types can be configured to assign such Work Order Query [Type 530] (? Items) tasks to specific employees by a-mail and to generate an entry wort order Query [Type 500] IS Items) on their Task Routing Work Accounts Viewed by Operator Today (17Items) Queues. This organizes and facilitates follow-up tasks such ' Task Routing Queue Entries Assigned To Me (12Items) Task Routing Queue Entries Assigned By Me IS Items) as: Task Routing Queue Entries By Supervisor (o Items) - Calling back two weeks after Task Routing Queue Entries By Group (35 Items) a complaint to ensure that the customer is satisfied - Sending an e-mail - Mailing utility literature / documentation - Arranging a replacement refuse bin for a customer with a broken bin awnmmme e xn N1 pF s .a..mmm. ,.., Nine - And so on b0¢ Or, the main task of a work order might be complete, but - NS NE ,Sa,N.d .m.,1h, .,.., ro,ei.n„N 1,aa;.mmvere - secondary tasks remain. Tasks can be reassigned to other users as required. These situations are where the enQuesta Task Routing Work Queue can help: It prompts the right employee(s) to execute required follow-up action later on • Y a� — independently of the work order. Contact S&S Support for additional information about setting up this feature. 42 Property of Systems and Software Inc. enQuesta'"New Feature List Systems .W s Software Feature Version Application Functions and Benefits Split / Merge Services on Move / Landlord Orders 5.5 All In traditional Move and Landlord type work orders, all service meters move in unison from the existing account to either a _� ®® Vacant account, a new occu- pant's Active account, or a ..d.. _........�..-.. m_ landlord account. But what if your utility's "vacant premise" policy is to split some of those services back to the landlord for continued billing, leaving only some services on the Vacant account? enQuesta's Split/Merge Services functions can provide a set of landlord -related orders to manage such "service re -assign- ment" complications as: - Moving services between existing Landlord and Tenant accounts - Creation of a "Vacant Tenant with Landlord" account at the premise when an existing tenant departs - Creation of a Landlord account at the same premise - Distributing (splitting) services/items between these two accounts after a tenant moves out, and - Merging services/items back to the next tenant account when they subsequently move in - Moving services between landlord and tenant accounts (or vice versa) even when no one is moving Additional services and scoping are required for this feature. This feature may require additional data conversion. Contact an S&S Sales representative for pricing and details. Property of Systems& Software, Inc. Confidential 43 enQuesta" New Feature List 4- Systems & Software Feature version Application Functions and Benefits Work Order Control Sheet Now Details Which Work 5.5 All Previously the Work Order Order Types Are Printing a Document Control Sheet's report would show the number of work orders processed and the number of work orders printing a document —but not which work order types were printing a document. Now the report explicitly states which work order types are a part of the document print process. Also, any error messages associated with work order printing now specifically mention the affected work order type or document name. Benefit: Control Sheet reports and messages now better support reconciliation and troubleshooting actions. 44 Property of Systems and Software Inc. enQuesta'"New Feature List Systems a Software Optional with License Features Feature version Application Functions and Benefits Landlord Mass Add/Change 4.1 All Adding, changing, and deactivating a landlord on an account are common processes at utilities. enQuesta supports both simple landlord mainte- nance situations (where a ' landlord might have only one account) and more complex situations (where one landlord may have multiple accounts). In cases where a landlord is [A°neo nM,e�l,A1Art[®eN°Il,r/. associated with multiple different accounts, enQuesta's mass landlord functionality supports the automatic creation of multiple landlord work orders simultaneously from a single work order. These mass landlord work -order actions include: - Adding a new landlord to one or more accounts at once - Changing or Inactivating a common landlord on one or more accounts and premises at once - Using Filters to focus Change and Inactivate orders on either: o All accounts at all premises sharing the current landlord (Account filter), or o All accounts sharing the current landlord at the work orders premise address (Premise filter) - Using Check Boxes on Change and Inactivate orders to select / deselect specific accounts for receiving the mass action of the current work order. Property of Systems & Software, Inc. Confidential 45 enQuesta-New Feature List Systetne a Software Feature version Application Functions and Benefits Work Order Status -Change Notification 5.0 All enQuesta work order types can now be configured (on WOT page 11) to generate specific Notation— on Work ardor strove eheneesection notification messages when the — Uee stawz Nonficanonsv (r wekprderfoatee noun nnonryne work order reaches specific work cream Order=i order statuses (created, Wm°lete order oh—ce Order completed, changed, etc.). Reecele, Reected.1v Order IP,e 0.e, r., j stemm Void order rddoa accede order F_J New Virtual Printer Options Support Outside 5.0 All Document Designer was Printing and Flexible Archiving of Notifications modified to create new printer definitions that print documents directly to PDF and then archive those PDFs as required. Virtual Places PDF an ER( ount Archives to Account Printer Purposevrefortx/lerfit ) DOCUMENTOETAILS Utility business practices may require some notification docu- PDFDNLY Creates a PDF for the ERE omyan ldoesnotand ments to print to paper from an any nalifiatinm. Example:Vendorpanting X intermediate PDF file (typically only, at a print vendor). In this case enQuesta can generate PDF ER(PRINTER Creates a PDF and sends anyinplkable files to the enQuesta Resource mulflailons. Exemple. X s Center (eRC) using virtual Vendor panting and printers with outputs to the nonfianons. _ eRC's/reports/printer directory. PDFPRINTER Credits aPOFand notifications, but Whether the print paper is pre - arch desonlyto X printed form stock determines Docnmem 0etalD ln°f the Ehp whether the PDF must contain with stock" or "no stock" content (stock content might typically include field labels and background graphics). „t lk_ . Another option, PDFPRINTER, w can be used where archiving to M d nq the ERC is not required. T �e These printer options can be set ,. on the Work Order Type file. Benefit., Versatile file ... _ management options when an intermediate PDF print is desired (as opposed to simply printing to a hard-coprinter). E -•-_• __ Requires S&S Professional Services to set up this feature. 46 Property of Systems and Software Inc. enQuesta'"New Feature List Systems a Sof tware Feature veramn Application Functions and Benefits Account Communication Preferences Can Now Be 5.0 All Work Orders was modified to Set from Work Orders allow the operator to set up the new account's communication preferences when doing a Move Out / Move In work order. enQuesta intelligently maintains communication preferences at both the account level and the person (CIS) level by creating, modifying, or copying preference records at the level(s) applicable for the customer's situation (new account, new person, estab- lished person, etc.). Support for Season -Variable Revert -to -Landlord 5.5 All A new option has been added to Rules Revert -to -Landlord functionality. It allows the account to be placed in the landlord's name only at certain times of the year (for example, between October 1 1 Revert to landlord dUllny winterand April 15). This option can be used in the Collections Shut -Off 2 Revert to landlord anytime process and/or in the Move 3 Include revert from winter Shutoff In/Out process. 4 Include revert from Shutoff anytime The applicable rule can be selected as a code setting for each landlord when his or her landlord record is created. Property of Systems & Software, Inc. Confidential 47 enQuestaiONewFeature List Systems s Software 3. PRE -BILLING Standard Features Feature version Application Functions and Benefits Modifiable Reading Edit Criteria Now Print on 4.1 All When starting a new Reading Reading Edit Report Edit, operators have the option to arrow up and change any of a number of edit parameters. Now the Reading Edit Print report generated when the edit is submitted includes a section listing the settings of all .................................................................................. parameters available for the to user change. w.poperw.a...amgo a ey xvun[ [ype >c[aunC/S 4ip ce a eviav a ep[tana[ .u:uy vOtam ry... ... Cycle -Specific Reading Edit Criteria 5.0 All The Billing Reading Edit was enhanced to allow the Reading Criteria to be configured for different rules based on Cycle. TI 48 Property of Systems and Software Inc. enQuesta'"New Feature List Systerris a Software Feature version Application Functions and Benefits Adjust Batch Estimates by a Percentage 5.0 All The method by which the batch program, "Estimate Readings,' estimates readings is configurable on the Estimate Read Criteria section of the Avenge calculation Metl,od :0 -Recent Consecutive Months ---- --- -J Reading Edit Criteria file. numberofBillingPeHads -- --- _ - iz _ In unusual circumstances tnnimPm. P.HW f., a -- -- - --j (such as a long stretch of Avg --- - _ -- - - -- unseasonable weather), AltereateAverage _ - o-Recent-consecutiveMonths - -� normal configured estimates ------ ___ can be temporarily adjusted up "'. ore, High usage No -Keep High Use for Average or down by an Estimation - Adjustment Percentage. Drop tow usage No -Keep Lour Use for Average '" Premise History No -use Customer History for Average - A new "Estimation Adjustment" read code is applied in such mdude usage Adjnscuent, Yes -Account for Usage Adjustments - - cases. Al.. rm - Do not allow, :ero aye ages Contact the S&S Implementation ''. Pmmwn Method Days - Prorate based on A Days ';�j Team for additional information about this enhancement. Use Default Average No - Do not force use of Default Default Ux �I _ --' Note. This feature complements � Default °e,nana � other additional estimation Use Deere. uava rnswe _ - -';�� j functionality such as the ability - - -- - -- to click an Estimate button esflmntage mm�eat Lo during the Reading Edit and to --- automatically estimate readings oau,Pauo.Adjustmeat L in certain On Demand Billing scenarios. Property of Systems & Software, Inc. Confidential 49 enQuesta'"New Feature List Systems a Software Feature veman Application Functions and Benefits Prebilling Enhancements for Multi -Register 5.0 All Prebilling screens such as Devices (Device Normalization) Quick Reading entry and the Reading Edit screen have been enhanced to simplify -as . , display and entry of multi- _ I ®®® register information such as that required for compound water meters, electric energy + demand meters, Time -of -Use, and Net -Metering meters. ��i i6 it r to Pv Yyr M. v.0 Reatlirg Sveen yam, ytl.yp- s0 Property of Systems and Software Inc. enQuesta-New Feature US Systems & Software Feature vlrsmn Application Functions and Benefits AMI Type Added to the Reading Edit Screen 5.0 All The Billing Reading Edit screen was modified to add an AMI Type field. This would let you see, for example, whether the " ®® meter reading currently displayed by the edit is from a vlp xeWEwRAve . saorm,e .buJ low ol.. wvl�iu AMI manual meter, an meter not pry.sm ;;; billed smart, or an billed -smart uW,pMG A "In, , w a165s P° A .l,f/xpl! Q)M il,l °Ibibpm mM1e. pvAn AMI �llNO. Ixi°CL..Aa TWfI[! Po A )nz/mis JlJis 'M1an Ill.. plaGpID meter. du I Resl[OITK W A snvmis IRSM 1Ill.. Im Ala, p4 f CVCL21 m A !/Ix/mA HIM Hw plYWlp Ppuu PWHIM Ap A 1/SI/xp�s HV6i leb °161p1° Re,U,JP iyp 'MN rwkl yy A il(1)ISII HME lil6 p161WW N*W � M A 9/IBlm11 IIAJ x.YJ MbNUR Ne a Po A )/xl/mlJ I�IPo HI p1yg10 Mexul Wle[ '°°VAULT r' �v.r pro. C AC).PD.KIUAL... . 6f.P°—._. ._ Avneee Ul})1.0.V WNbU I.� MPauMI b,nl RetlL. Rlnb%Ut�e[eR%tl WY R p4' CNe M TY"'JFU%Be �[We,Ww [PGp pl.:1WI pl tlMO WI M9µuRLf81 .1.1 Ws° 1 pn.01) U,4 "I"W[ _Y-I'_ Iq RGp -e XGp pIW%,OW OI[Hp101 °BtZi$°ItH ,-X(U%tpAYl [RGD IIYCC.HO°SpPnWf81 Jil[° , - 4_ pIOIPo.W °IbeeY]° I J%N 0. [/,vl°% H un+ • +. �.� � ]U9 ,,W pAK Property of Systems& Software, Inc. Confidential 51 enQuesta-New Feature List Systems a Software 4. BILLING, BUDGET BILLING Standard Features Feature version Application Functions and Benefits Rate File Print Report Now Can List Future Rates 4.1 All The Rate File Print can now list future rates (in addition to current and historical rates). �,F �:... i Master Type 3 Billing 4.1 All A new master -billing method is available. Master Type 3 billing is similar to Master Type 2 "Summary" billing in that subordinate accounts have their usage billed individually and one master account receives a summary of these individual bills. However, unlike Master Type 2, Master Type 3 does not transfer the AIR balances from the sub -accounts to the master account. The master account receives the summary bill, but the individual sub -accounts must pay their bills individually. Benefit The master account can oversee sub -account bills, but paying the bills remains the responsibility of the subaccounts. 52 Property of Systems and Software Inc. enQuesta-New Feature List Systems & Software Feature Version Application Functions and Benefits Batch Bill Process Now Looks for the Most Recent 4.1 All For utilities that use Document XML file Designer to print bills in house. Both the CASS Generation screen and the Bill/Notice Generation screen were modified to automatically display the most current Bill File XML name. A different file name can be selected if needed. Previously, the user needed to know the filename of the XML file just generated through the XML Bill Print Process. Mass Rate Change 4.1 All This powerful feature lets you change the effective date, step - rate tier values, and/or Customer =1 •. / Account / Service charges for multiple primary or component rates all at once. - —• In this one operation you also _ -•--- ._ have the option of updating the multiple rates you've selected to -� — -: a common new effective date. For item rates, Mass Rate Change can be used to modify effective dates and/or current block charges. Note: You cannot change the size, structure, algorithms, or discounts on a rate using mass rate change, just a few simple dollar amount fields (which are the most commonly changed rate parameters). Benefit. Potentially saving hours of users' time if monthly or quarterly rate changes are Property of Systems & Software, Inc. Confidential 53 enQuesta'"New Feature List Systems s Software Feature version Application Functions and Benefits routine. The Mass Rate Change program has also streamlined the process for updating primary @' "` ®a m ... rates' references to specific component -rate effective dates. " Now, if you update the effective date of selected primary rates " using the Mass Rate Change program, enQuesta auto- _. matically updates these primary rates to reference the latest - effective -date versions of any m....., _ a�•w �- w component rates whose - -_ ^^ ^� effective dates you previously updated using the same program. Note: Avoid confusing this "Mass Rate Change' program with the account "Rate Jump" rate - reassignment program. The Mass Rate Change program modifies rate configuration, not account rate assignment. enQuesta General Ledger Expansion 5.0 All The enQuesta system was enhanced to allow for flexible GL Account Number formats. The GL account number can ^•, ° e=�__ now be up to 80 characters. In addition, new Look Up - functionality has been created - to allow for GL Account r- F_ r—�F--- Descriptions or Segment - Fields to be retrieved from the p database in real-time. 1 " p enQuesta now supports GIL _ - -M numbers up to 10 segments u>n_m_ __� -• =•e _ long, up to 10 characters per segment, and with a maximum '„°,..amp__. �.•". GIL number length of 80 characters. 54 Property of Systems and Software Inc. I �astem Software enQues WONew Fea ture List Feature version Application Functions and Benefits GL Batch Drill -Down 5.0 All See page 10 in the "Customer Service, Call Tracking and Inquiry" section for a description of this feature. "Device Normalization" Billing Changes 5.0 All This enhancement expands (Primarily the maximum number of Electric) registers that can be attached to a device from 3 to 99 — -- — ^ E-_�I� supporting more complex I - Ekclnc Se"Ice SOlue: MR ON Servlce Pole: Tmnaformer Pole. Electric billing scenarios such METERP 0359 upeple el,eYtlinp'. 110.TOUKOV TOV kD ONhlid'OP.TOW ♦YVARN TOYI eli 9—I.—E"'.IIITOVHOITOUpDONMIMDN?eY1+H/gRNTo., as Time -of -Use and Net Regis ter l KWH TOU ON PEAK SIetua: MR ON HISTORY TEST HISTORY Metering. This eliminates the Re9leter2KWH7OUNOFYAK SetucPMTON HISTORY TESTHETDRY former limitation that required Reglster3KWHT000fFPEAK SISNs:PWRON „STORY TESTNISTORY workaround setup of multiple Register C01HAdd Together SMWe:MP ON HSTORY TESTHeTORY meter device records to ReplsterSKIVTOUONPE SL1us:MRON HSTORY TESTH6i0RY Re9lsterRKWTOUMOi SteluS:PWRON HISTORY TESTHSRONY represent one physical meter Re,leter Tl"RT°°°EEPEAR Sle"MR"RON HSTORY ,ESTH6mRY (Net Metering) and the use of RehslerOKWResel Too SYtu,:RNRON HISTORY TEST„STORY one register to represent Reg161erRKVARH Slstus:MRON HISTORY TESTHISTORY ConserWLLanUecepe SYtus:M11 multiple registers in the field ON r Cmeo Sedtum ffiON (TOU). WATER Formerly enQuesta could process and bill TOU accounts only if the utility had an MDM system (such as the Itron MV90). The MDM would pass a billing determinant file that indicated the usage for each peak period (embedding multiple usage values into one enQuesta reading record). The billing system would process these embedded values in a Property of Systems & Software, Inc. Confidential 55 enQuesta*"New Feature List Systems & Software Feature version Application Functions and Benefits specific order to ensure that r E Ecrt c each value was billed at the • i- Electric Service5tetis:MRON Serince Pat. Trana/orrnerPote: correct TOU rate. This process NIETERO2 03D3uW01eofm iV.110-NENK-NE0.IMN lacked flexibility. • ® 3m fiplvease 110-NENK-NE]JMWN " Register 1KNHNEhlDEL StaM1m:MRON HSTORY TESTHETTORY Device Normalization allows Register 2 KWH NEVI REC Statas:i"NRON HISTORY TESTHSTORY enQuesta to bill and process Register 3 KNH NEM NET Steens: MR ON HISTORY TEST HISTORY work orders for these types of WATER TOU meters. With this modification we can represent Net Meters in enQuesta as they exist in the field, having multiple kWh registers (delivered, received, and net kWh) on one device. There is no longer a requirement to -.,..TK create dummy meters in L enQuesta to represent this type of meter setup. 56 Property of Systems and Software Inc. enQues to—Ne w Fea Lure List Systems & Software Billing Rate Algorithm Tool 5.0 All The Billing Algorithm Tool enables one rate to act differently for different accounts based on specific ®® account attributes. It enables utilities to modify specific —^° billing -rate functions dynam- ically according to variables at the account, premise, service, meter, or item level. A utility may sometimes want to target -modify (at the account level) an ordinarily -fixed element of a rate (an operand). Examples of such modifiable I operands are step -rate tier - b _� size/charge, customer charge, and discount amount. The -- -------' -- i Billing Algorithm Tool modifies rate operands automatically at the account level according to n�Type Usage Factor armule Winter summer Fornna configurable formulas i 0 12 SeniorCitlzMO"smuM 1.007 1.O47 Senic CAl . __ (algorithms) containing 2 0 12 19U 1.963 customer -specific variables. .1 a 9999A9999 1975 1 W9 For example, the tool could generate a formula for target - modifying a Primary rate's step -tier amount for customer Zoom to see accounts having a particular SQL variables report code variable. available as Or, modifying a discount or April forr surcharge amount for accounts use inn rate algorithm in a specific property class. formulas Or, a particular step tier of a (top left= most particular rate might have its recently added): tier size set to zero by a formula — causing the tier to be intentionally ignored during m the Billing Calculation. After you create an algorithm you implement it within a rate by selecting that algorithm in the appropriate Formula field within that rate record. Formula m°w Q fields exist adjacent to every modifiable operand in the Rate FLM. Property of Systems & Software, Inc. Confidential 57 enQuestar"New Feature List Systems a Software Feature version Application Functions and Benefits Batch REBILL (Redesigned Full Cancel Rebill) 5.0 All Standard REBILL is designed to correct parameters such as rates, dates, or readings that were incorrect on the original bills of a small number of 1 Upload MISC Miscellaneous Charges from .csv accounts. But what if a large number of 2 Upload ADJ Adjustments from .csv just -billed accounts are affected by an error? For example, every 3 Batch Set Accounts To RebiIV97 - Report Only account in a particular billing or every account billed with a particular rate. To solve such 4 Batch Set Accounts To RebiIV97 - FOR UPDATE larger -scale problems, two new menu -based REBILL programs 5 Batch Set Accounts to Reversel96 - Report Only are now available. Unlike the Online Posting 6 Batch Set Accounts to Reverse/96 - FOR UPDATE method, where you mark accounts for REBILL Individually, In BATCH SETACCOUNTS TO REBILL and BATCH SET ACCOUNTS TO Comparing the Different REBILL Programs REVERSE you first create and then upload into enQuesta a text SWILAMBBBILL BsasnaaoBets ioval I roBlBlu easasnarounrs toBmBrt file listing all the accounts to receive the adjustment. Essentially, all three methods BnLM WnWnl4om"r BPWIB 0-re M»n _ ---- ------------ B»I,<amn r - - Mprnlaadenu follow these general steps: s»ea«,nun pgryyPoMg Nq,vnss _ LP.!t 141-1 ,MPW.1 l lo. sL 1. Setting Accounts to Rebill PPe"<»",InO».6uB( "°a»"++.wBk,»LL�Rnwd"»wBn,aB r Tagging the account to receive a rebill during the next special billing run for the applicable rebill type. NwaaMI.nPIBPI. """"m°°,"""'°�"'� Mnan»Sauem»nMnrtBwMOBeuPMBMht BPPBmiwni k"°B"'" °'"0Y» aaw+mmen+mm»wuroPPwwMa,mmumer 2. Correcting What Was Wrong —Fixing the incor- rect rate, date, reading, or mo»lenaM,s.r mBluattoumlPn ':uunBsuuon us�llzi 016 SPECIALBIILIBQ WMSRnnBMen91M R c V other parameter that caused the bill problem. 3. Performing a "Rebill Special Billing" Run — Backs out (offsets) the old bill and (except for the BATCH SET ACCOUNTS TO REVERSE program) creates a new bill to replace it. 58 Propertyof Systems and Software Inc. enQuesta'"NewFeature List Systems a Software Feature version Application Functions and Benefits Budget Enrollment Credit Point Limit 5.0 All For your customers a low number of credit points indicates a higher level of credit- worthiness (and vice versa). If desired, you can now define a credit -point threshold above which customers are ineligible to receive budget plans. Flex -Bill Messaging Across All Applications 5.0 All Now you can save time in cases where the same bill message must be sent to accounts of all applications. Note. Other Flex -Bill related enhancements are described on pages 67 and 114. Expanded Report Code Functionality 5.0 All enQuesta report code function- ality has been expanded to provide more precise control of billing processes that use report codes to trigger the Billing Rate Algorithm Tool. See the description on page 16. Propertyof Systems & Software, Inc. Confidential 59 enQuesta-New Feature List Systems a Software Feature version Application Functions and Benefits G/L Balancing Tools 5.0 All Two enQuestaTM tools are now available to assist in balancing / reconciliation processes: _ e• - The Auto Balance Report is a dynamic interface to (°.:. track the balance impact of G„�-a--° _-_°.-•- individual updates in enQuesta, highlighting any M:�M ' M. out -of -balance issues related to A/R and Deposits "" m^ Liability. It incorporates automatic pre -update and post -update trial balances " and other checks - all _ carried out in the back- ground during updates. For any update it lets you drill down to see how specific AR w classes were impacted by - the update. It can help isolate where and when a - "— ----- particular out -of -balance - = condition began. =n•, - - When you are investigating out -of -balance conditions, the G/L Batch Inquiry Drill "»m w mwx,su wi.wiuu Down is an interactive soon,. wn,avi ,. u`a=S:Y, Pw report that can be helpful to a.., e„ �, n�„ X „�. . 1-,n um .,..'s scrutinize G/L records down to CIS transaction records W.1 0.E I.YItl.uP for specific accounts. For ..... ib ,,SEX.VM more detailed information -•- W^ 'u� n` ^w about this feature, see the om o� Po description on page 10. -" -- Benefit: Streamlined balance - - reconciliation because all e e • financial updates are visible with _ the tools. A separate f spreadsheet is no longer - •_- required to perform the balance it reconciliation. :' � •.,."•� 60 Property of Systems and Software Inc. enQuestaT"New Feature List Feature versiDn Application Functions and Benefits Merge Accounts 5.0 All This new Online Posting option allows the utility to merge the services of two accounts so they can bill together. For example, Merge Accounts -- Webpage Dialog suppose that water at a premise has been billed separately from ®® the electric account, but now the customer would like one bill. Data vzangv p Merge To AccountNumber 04 Name Premise Merge From Account Number O Q Name 0 Premise 0 Are Duties DO x-No 7_1 Expanded the number of component rates 5.0 All The Billing Rates Maintenance attachable to a primary rate from 10 to 99 screen was modified to allow more than 10 Component Rates to be linked to a Primary Rate. ABILL-Type Adjustments Can Use Historic Data 5.0 All The new Use Historic Data field pertains if your utility uses the Billing Algorithm Tool, which modifies rate charges dynam- Ad;us anb-- web,igaDialog O S""`$e^"i:o.: ically based on configurable service Amount Due account variables. Some P EtE�IC 28.31 algorithm variables (such the r WATER 23.1' as Rate, Class, Multiplier, and r SEWER 14.30 r REFUSE 25.22 Report Codes) may not be in the Total 101.47 same state on the account today as they were at the time of the bill you want to adjust. If this bill Use Historic Data No Ad;umurent Reason co o a ana e �n i Re Cam all applied an algorithm -modified rate, and you want this ABILL adjustment to use the original variable values during the adjustment recalculation, set this field to Yes. Property of Systems & Software, Inc. Confidential 61 enQues ta•"New Feature List k ^� Systems a Software Feature version Application Functions and Benefits EBPP Message Generation Is Now Run Through 5.0 All The utility's WebConnect the Job Scheduler customers can view their bills online, receiving an EBPP notification as each bill becomes Ful available. For enQuesta Jc - versions 5.0 up, you create rfv w EPBB notifications by "Send scheduling a Bill -is -Ready - y� Notifications" task after the billing Run Sheet's Billing Cycle Update has completed. 0 o - --- zz-•A '"°-- Benefit., Fewer manual steps in _— the Billing Run Sheet and integration with automated a--- Scheduler processes. - •--- Note. The EBPP Job Scheduler task is not required for utilities Md - -•_• a•• using InvoiceCloud as their WebConnect payment processor. InvoiceCloud executes EBPP notifications independently. Seamless Reversion from Time -of -Use (TOU) to 5.0 Electric The Work Order Update Former Non-TOU Rates program was modified so that when a customer changes from a non-TOU Rate to a TOU Rate, the non-TOU Rate is stored on their Service record. If the customer later decides to revert back to non-TOU, this allows them be put on the non-TOU Rate that they were originally on. Inactivate a Budget by Work Order 5.0 All Work Orders was enhanced to allow a work order to inactivate a budget without going to the Budget File Maintenance screen. A new value of "I" (for Inactivate) has been added to the Budget File option on page 3 of the Work Order Type Maintenance screen. 62 Property of Systems and Software Inc. enQues tamNewFea ture List Systems a Software Feature version Application Functions and Benefits The Billing Calculation Can Now "Jettison" Fatal 5.0 All The On -Demand Billing Errors calculation step no longer requires a restart if the calculation encounters a fatal error on an account. Instead, enQuesta "jettisons" the error account from the calculation (for all of its applications), allowing the calculation to proceed unhindered to conclusion. e! Any such excluded account is then listed on the "Jettison Summary' section at the front of the Billing Kickout Report. Any jettisoned account automatically becomes a "Left -over" available for another billing after you correct its underlying error. Although you still need to fix the account's error(s) before you can bill that account, Jettison prevents the error(s) from impacting the current calculation run by excluding and segre- gating affected accounts. For Full -Cycle Billing, Jettison enables enQuesta to fully attempt the calculation even if that calculation detects one or more fatal account errors. While the presence of any fatal error(s) does still abort the calculation, it is no longer necessary to restart the calculation after each individ- ual fatal error (as for earlier enQuesta versions). Any fatal errors encountered display at the end of the calculation and are also listed in the Billing Kickout Report. Correct them together and rerun the calculation once. Benefit: Greatly improved error - handling efficiency if errors are encountered during the billing calculation. The billing calculation no longer needs to be restarted for each individual error. Property of Systems & Software, Inc. Confidential 63 enQues ta-New Feature List *G:a44, Systems a Software Feature version Application Functions and Benefits Note. For utilities using On -Demand Billing, similar "Jettison" -related features are also available for pre -billing's Billing Validator step. Contact S&S for details. Run ERC Trial Balance by Tax District 5.0 All The Trial Balance on the ERC can now be run by Tax District or range of Tax Districts. When run by tax district, it is grouped by tax district and by application. Improvements to Miscellaneous Tax Setup 5.0 All Changes have been made to the Billing System to allow Miscellaneous Taxes to be applied more precisely at the individual Rate level rather than for total -billed dollars. This enhancement allows the user to specify by rate the Miscellane- ous Taxes to which the charges from that rate need to be applied. Impacts rate setup for all rates. Contact S&S. 64 Property of Systems and Software Inc. enQuesta+"New Feature List �atemS 5oftware Feature version Application Functions and Benefits Streamlined ACH Processing 5.0 All No more ACU files! The manual "Create ACU File" step in the Billing Run sheet has been enQuesta`N ACH Processing (version a.s Up) replaced by a process that occurs automatically when the fB"M"N "CH ExROILIbo41FY SVE[14l bill R4VIINE&LLIN4MIWpIEET IN NNETME Billing Update is run. This ypp"L TM� ", m „m K process creates new ACH AC ^" ° "m Fl .I d Om F�l�w[ transactions in the enQuesta Fau,p lWVm.EAWI database system. A run sheet in the ACH From Billing File- ALxFA4M4ALH4 .0.S Processing Menu then lets your FlIE.RNR&9NG MENU "CN PREHOIE FlLEIOPEPATpH- G+MACNdnleenlb4ypaiuW 4PECMCnLEMENU Payment Processing personnel ALHtl+v-➢¢"I¢ - -N Ge0A61 Vv,a4mespmlo RmAm' - audit, edit, and convert these Samar analiNT E I W,L �"�.�^"" transactions into an ACH file I -Am C¢++us+bv,Wivvl¢EV I 1-PCH LNGiE OGEPAiOM�CEFINE4 PC: ]-AG1Epi iHNSOCIIIXiE I _NEl'AN43_ _ _ _ they can send to your bank. M—l.ACHNNM+Iv,nW - amm�IMACXNp+ I 2-pLx Fplxr iPAN4tCfION Fllf1 >„_ TATTMANE,AcTIONFTIT,1 For manual prenotes, exempts, Ev.¢WpbX,e Nv¢iNe11, 1 -1. r,N-i1� - .-.�11, ..- � specials, one-time, and +-.PIFYYr"GwSVMpL i+bvkawubf¢eaeWpmsel -.:, vliWl}.CF M'Iv. [iL[ I EK I __'_ _ _ _ _ _ _ _ , operator -specific ACH transac- -----------' tions, you generate new ACH VAryS¢a.Lx E,km Ea-h transactions in the database system by running enQuesta's new Create Operator -Defined Records program from the ACH 4" Retry Xm.NUr. Create Operator -Defined ACH Records Menu. +n,ANEATENENLEM"cwuxn 4m[¢¢¢n Prenotes can be processed MN.N ¢CnaMl+2¢fIN¢V.l) A4NM�+.m4m� XbT, either automatically (via the Billing ACH run sheet) or manually (via the Operator - Defined ACH run sheet). Benefits: - Less work required in the Billing Department - More robust ACH account selection - Improved ACH record tracking - Security -moderated ACH transaction editing Property of Systems & Software, Inc. Confidential 65 enQuestar"`New Feature List 44+, 'f systems & software Feature version Application Functions and Benefits Enhancements to Discount Setup 5.0 All Changes have been made to the Billing System to accumulate charges by discount sequence. This enhancement allows the user to specify by rate the discounts to which charges from that rate need to be applied. This maintains the existing discount functionality, but allows the user to specify what charges are or are not applied against the discount. This allows different discounts to go to different GIL accounts. Also note there are no rounding issues, as the sum of the charges is accumulated by charge type for all readings and then applies that total amount one time against the discount. Impacts rate setup for all rates. Contact S&S. Rebill Final Bills 5.0 All Previously enQuesta would not permit you to perform a REBILL adjustment on inactive accounts whose last bill was a Final bill. Now you can. Billing Due Dates and Collection Timelines by 5.0 All See the description on page 92. Property Class and Tax District Configurable Display of Balance Breakdown Codes 5.5 All See the description on page 17. in Balance & Status Screen 66 Property of Systems and Software Inc. enQuesta'"New Feature List Systems & Software Feature version Application Functions and Benefits Expanded Rate Codes 5.5 All To accommodate a greater number of potential rate IDs, enQuesta Rate identification numbers have been expanded from a maximum of four to a maximum of 12 digits. Expanded Limit for Type 2 Master -Sub Accounts 5.5 All Master Type 2 or "Summary' billing removes balances from individual sub -accounts and places the balances on their master account. For example, a chain restaurant's headquarters might use this to receive one bill for all its area locations. Formerly limited to 200 sub - accounts per master, this limit has been expanded to at least 3000 to accommodate special billing needs. Code Expansion for Rate, Balance Breakdown A/R 5.5 All The Rates Maintenance and Bank Codes program and screen were modified to allow Primary and Component Rate Codes up to 12 digits long. Step Rate Codes can now be up to 6 digits long. Item Rate Codes can only be 4- digits in length. Balance Breakdown, A/R, and Bank Codes can now be up to 4 digits. Add RATE and SALES CLASS to Flex Bill 5.5 All Flex Bill Messaging lets you Messaging Criteria target bill and WebConnect messages to specific customers. Now you can selectively target messages to customers having a specific Rate or a specific Sales Class. Note. Other Flex -Bill related enhancements are described on pages 59 and 114. Property of Systems & Software, Inc. Confidential 67 enQuesta"NewFeatare List Systems a Software Feature version Application Functions and Benefits Bill Calculation and B/C Events Now Support 5.5 All The Billing Calculation screen Multiple Due Dates Per Billing Run was modified to allow for multiple due dates (pop up screen to display and allow editing multiple due dates by tax Change Due Dates -- Wehpa9e Dialog Change one Dares district and property class). gmmg omaa Due Date Dererrea Due Data aca D.an Date - A Change Due Dates field 0.e MA aldertal t/26/xgt []r----. L26/xgll [] vxW2gv O �C.-rimn displays if more than one billing ai vxWxm= p M,car,mieRdsr group has been selected earlier. vxaixgry p vxan°, p vxwx°,> ® Yes in this field REResidentialSelecting iic m-nai vxv=°= p vxarx°=, r5 vxwxgv o displays a pop up that enables M.nertl vxnxgv o vmxg=, n vmixD=z p you to set Due Date, Deferred NH Residential - -. -- vxu:°.' p vxwx°=' o vxaa°„ p Due Date, and ACH Draft Date individually for each billing ®� group. NM= For related information, see the entry about "Billing Due Dates and Collection Timelines" on page 92. ABILL-Type Adjustments Can Substitute an 5.5 All ABILL-type adjustments have Alternate Rate added a new option to their Use Historic Data field called Yes, With Alternate Rate. This ®,-_ ° substitutes any rate configured 34 C. A, in the Alternate Rate field on page 1 of the Rates FLM (in addition to using the original _ - , g`� - e-rt algorithm variables such as the _ Rate, Class, Multiplier, and - v Report Codes). ^ -_ Benefa: ABILL's rate -substitu- tion capability provides greater —•-- - - flexibility for billing adjustments in special cases where such substitutions can be anticipated at rate configuration. For -•-^ .- - - -_ -_� example, one utility might need to substitute a specific variable gas/electric supply rate for a previously -billed fixed supply rate. 68 Property of Systems and Software Inc. enQues ta—New Feature List Systems ' a Software Feature version Application Functions and Benefits ABILL-Type Adjustments Can Now Generate 5.5 All Want to notify customers when Explanatory Letters to Customers you apply specific ABILL-type adjustments to their accounts? Now letters can be tied to the specific Adjustment Reason Adjustments--WebpageDialog Salad Sarvires: Code selected when the service Amount Due adjustment was created. The o ELECTRIC 193.98 ABILL Update program then Total 193.96 spawns corresponding letters to Use Historic Data (xo �, explain pertinent adjustment Adjustment Reason Code �._ details to your customers. Reverse Bi119001-Rebill On Actual Read 9002-Incorrect Rate Billed Additional professional services 9003-Nan-Registering Meter 9004 - Rebill on Discourrt Rate are required to Implement thisI—I 9005- Mixed Meter Rebilling JJ feature at your organization. 9006-Over gme,m Mnth(s) 9006 - Wrong Meter estimated Mntier Please see your sales 90M - Wrong customer Mova 9009 - Retail Choice Rate representative or account 9010 - Demand Read Carrecbe,. 9011- Outdoor Light comean manager for details regarding 9012- Easy Cam Correction schedulingand pricing dons. P g options. 9013 - water neater 9014 - Conversion Sumer 9015 - Space Neat Svc. "ABILL-type" adjustments 9016 - Quick Recovery Svc 9012- Cored Electric Svc. "I comprise single and multi -month 9018-Correct Gas Service I 9019- Sides Tax Comettion i ABILL reversal/replacement 9020 - Unauthorized Usage 9021-Budgat Camection ( adjustments. 90a - Oepitaft Comedian 9023 - Write Dif Adjustment 902<-NET METER TRUE UP New Demand Truncating Option for Billing Rates 5.5 Electric The Billing Calculation was modified to enhance the Rates File Maintenance, adding an option to truncate kW usage at the tenth decimal place (e.g. 155.678 becomes 155.6). This option can be selected from the "Round Usage" dropdown in the Demand tab in the Rates File Maintenance screen. Property of Systems& Software, Inc. Confidential 69 enQuesta'"NewFeature List Feature i Rates Maintenance pate 5ortmazy Praaxm Ptd-0ntlwges 1-Drmaod aeatlNe OemvM Contra Pvlw.bm. I E nr I IF, Rau,d Ue ? M= v l titer Wn No j D—d wr Ulou Round Down to Fx Tentl. 111 (B—) '___- Tmnate m_ Tenth V6ce 7 _ eae.M.owand an Yes New Billing Criteria Tab on the Rates FILM Systems a Software Version I Application I Functions and Benefits 5.5 All The configuration of Billing Criteria exceptions (formerly limited to tab 3 of the Billing Criteria file at Cl, 8, 1, 7) can now be configured directly on any individual rate record's Billing Criteria tab. If you want a particular rate's charge -accounting behavior to deviate from the default behavior defined in tab 2 of the normal Billing Criteria file, you can define this rate as an exception within the rate record itself using this new Billing Criteria tab. This new rates tab allows exceptions to be entered and retrieved more quickly and in greater number than the normal Billing Criteria Exceptions tab within the Billing Criteria file (which was limited to 1000 exception records). 70 Propertyof Systems and Software Inc. enQuesta'"NewFeature List Systems s Software Feature Version Application Functions and Benefits Note that Information entered on the new Rates Billing Criteria tab can still be viewed and/or edited on the original Billing Criteria Exceptions tab. Benefit., More streamlined entry and maintenance of Billing Criteria exceptions. This is the only way to enter more than 1000 rate exceptions. Additional Billing Criteria Enhancement: Since enQuesta 4.1 the Billing Calculation can map Balance Breakdown Codes (a column on page 2 and 3 of the Billing Criteria file). A new "9999-Placeholde" option was added to the Billing Criteria File; it causes enQuesta to use the BBC on the revenue ACID code. Benefit: BBC assignment can be more dynamic and based on an alternate Type + Sales Class. Billing Sales by Rate Print 5.5 All The Billing Sales by Rate Print program was enhanced to allow the output to be formatted as a CSV file for loading to Excel. Enhanced Validation Account Criteria 5.5 All Optional Rate / Class verification has been revamped. It allows you to explicitly configure valid rate and sales class combina- tions so that —if users try to add a rate and class combination that has not been set up —an error will be generated to prevent the invalid combination from saving to the C-MTR Property of Systems & Software, Inc.Confidential 71 enQues ta—Ne w Feature List Systems a Software Feature version Application Functions and Benefits - — - record. In the example error to •• o," „ .=M p e+..� � Please Note the left, the user tried to enter a ark commercial rate on a residential o Y account. �u a The Validation Account Criteria O9v screen is used to configure - o © which billing rates are valid for a given application, tax district, ------- property class, AR/bank account Once the and available service. appropriate criteria are selected, a list of rate / sales class combi- nations configured to be valid for the selected criteria is displayed. You can then add or remove rates from this list. The screen - has been streamlined and now can support thousands of rate entries. - Note: "Validation" must be enabled by setting Control Code ® u 517 = 2 to enable this - configuration. 0 Increased Miscellaneous Tax Capacity 5.5 All Previously enQuesta would not permit more than 30 miscella- neous taxes. Now it allows 99. 72 Property of Systems and Software Inc. + Systems a Software enQues ta-Ne w Feature List Feature version Application Functions and Benefits Easier Selection of Billing/Collection Groups While 5.5 All The Billing Collection Events Scheduling Billing/Collection Events screen was modified to add more space for selecting Billing Collection Groups, and also to Select Collection Groups add a "Select All" button. ura Au �> )a4 CanmerciLL -- to FesieamY (=1 n Add all ME Camm_rriY + AIE Rrie±nnY Nueipat Billing Runsheet Progress Meter 6.0 All There is now a progress meter for the Billing Runsheet programs. It informs the user what percentage of the program run has completed. Billing Runsheet Performance Improvements 6.0 All By allowing multiple partitions of a single program to run simultaneously, enQuesta now demonstrates significant performance improvement in the Billing Runsheet programs. Essentially, we took one single threaded process and broke it up into multiple smaller processes to improve efficiency. For example, if a Billing Calcu- lation, Print, and Update process formerly required 6 hours run as a single process, it is now typically cut by two thirds to 2 hours by running five simulta- neous processors instead. Property of Systems & Software, Inc. Confidential 73 enQuesta-Ne w Feature List Systems & Software Feature vmwn Application Functions and Benefits Benefit: Faster, more efficient billing. Note: This feature requires sufficient processor, memory, and licensing (such as COBOL) capabilities. Contact S&S for details. 74 Property of Systems and Software Inc. enQuestaT"New Feature List Systems NO Optional Features Feature version Application Functions and Benefits Net Metering Functionality 5.0 Electric enQuesta now can support Net Metering for utility customers employing alternative power sources. This can include annual MEL, • ELECTRIC and monthly billing options & • 1-Electric Seivke Status: MR ON Service Poke Transtonter Pais: TOU support. AIETER42M303 capable of raeeirg: 110-NELIK- HaI DAN Q 3corfi,.dre IIIU-NEW-NENIDMN S&S tailors the Net Metering billing Register MNH NEM DEL Statua: MR ON HISTORY TEb HISTORY method to satisfy unique utility Reglster2MNHNEIJRECSlatus:PWRON HISTORY TE K!YTORY business processes and applicable Register 3 WYH NEfA NE Status: MR ON HS RY TEST HISTORY regulatory requirements. Available WATER billing methods include (but are not limited to): - Monthly Net Billed —A dollar credit for any excess energy generated is applied monthly. NN�eaiN r�1�..ma. -a The customer is billed each �• _ .„ • . month for the Net energy (when positive) that was delivered to them and credited at the Retail rate for any Net _ energy they exported (when negative). - Banked kWh + True Up — Whenever a customer generates more kWh energy in a billing period than they consume, enQuesta "banks" the kWh credit accumulated. This kWh credit can offset future billings where Delivered kWh exceeds Received kWh. At annual true -up any credit kWh is extinguished and paid out or credited (per customer preference) at the cash compensation rate (typically less than Retail). - Banked kWh (No True Up) — Similar to the above option, but only applies kWh credits and debits from month to month without a periodic true -up. - Hybrid of Banked kWh + Monthly Net Billing —The customer is Net Billed from month to month throughoutthe true -up year (with bills due monthly or annually). Net production pays down Property of Systems & Software, Inc. Confidential 75 e nQuestaTMNe w Feature Lis t Systems a Software Feature version Application Functions and Benefits consumption month to month during the true -up year. Whether the customer is a Net Consumer or a Net Producer at the true -up month is what determines whether the associated monthly consumption charges are 1) upheld or 2) reversed and superseded at annual true up (substituting an alternate rate). Net Metering Inquiry quickly summarizes the account's consumed, produced, net, and banked kWh energy status. Typical information displayed in solar net -metering: - Read and Bill dates - Description — "Net Producer" or "Net Consumer." - Solar Production —The Total kWh generated at the premise during the reading period. There is a specific "Solar Meter"attached to the generation equipment (solar panel). - Power Delivered —The Total kWh that the utility delivered the customer during the reading period. - Power Received —Total kWh that the customer sent back to the utility during the reading period. - Net Usage — The sum of the Power Delivered less the Power Received - Banked Energy— The running total of kWh the customer has accumulated or "banked" since the last true up period. Additional services and scoping are required for this feature; see sales representative for details/pricing. 76 Property of Systems and Software Inc. enQues taTMNe w Feature List Systems a Software Feature version Application Functions and Benefits Neighborhood Net Metering Support 5.0 Electric Neighborhood Net Metering is a PUC-sanctioned method for a high -generating Net Producer 04 account to proportionally distribute their excess kWh compensation credit among other ram• `"""- "-"W,"' - utility accounts they select. ri v If used, this option enables utility ..... customers to elect to distribute, �- — among other customers, shares oa of the credit dollar amount �'¢ ew..•, es �' generated from their own excess solar generation. By default a net -�• metering customer receives 100% of their excess kWh as a credit. Terminology: - Host - The solar customer account that distributes their credit dollar amount to one or more other recipients. - Recipient - A customer receiving a portion of the Host's credit dollar amount. Property of Systems & Software, Inc. Confidential 77 enQuestan"New Feature List Systems a Software Feature Version Application Functions and Benefits Multiple Rates Per Customer Meter Record 5.5 All Previously only one rate could be associated with a customer meter (via the account's C-MTR record) in enQuesta. With enQuesta 6.0 it 3 :k is now possible to associate up to "-' three different rates (and associated sales classes) with a - I single customer -account meter record. For example, an individual w .. . electric or gas meter might now ` have "Delivery," "Supplier," and - "Renewable Energy" rates all attached to it simultaneously. Benefit: Simplified setup that _-- can potentially reduce the - -- number of required rates. Additional services and scoping __ are required for this feature; contact sales representative for ®® details. mow. a f• I 78 Property of Systems and Software Inc. Systems a Software Feature Multi -Tier Rate Jump Configuration and Other Custom Rate Jump Capabilities Rates Maintenance <R Ly .;.Z ® sosi II rmr v nn II Version I Application 5.5 1 All Property of Systems& Software, Inc. Confidential enQuesta- Ne w Fea ture List Functions and Benefits Rate Maintenance records can now permit you to define increases or decreases to more than one possible destination rate based on your configured consumption ranges as well as "AND" logic between energy and demand threshold settings. S&S can work with you to tailor Rate Jump functionality to best support your utility's business processes. Additional analysis and professional services may be required to implement this feature at your organization — please see your sales representative or account manager for details regarding scheduling and pricing options. 79 enQuesta*"NewFeature List Systems a Software Optional with License Features Feature version Application Functions and Benefits Pre -Paid Billing to Manage Difficult Payers 5.0 Any The cost of physically shutting off application with AMI difficult payers on -site can some - and remote- times exceed the actual customer disconnect ect arrears amount, further compli- m (typically eating life for both the customer • Electric) and the utility. The enQuesta Pre - Paid Billing module employs daily AMI meter readings and remote shut-off capability to enable K^•^• utilities to offer problem payers continued service on a strictly P. P.YPP arAtAG ee controlled "pay first" basis. ;;,°; •,; Analogous to pre -paid phone na plans p —Daily readings via AMI - Daily charges tick down the customer's pre -paid balance Pro -Pay PmerDAIYBill].UP....Summery 0 (trueing at monthly billing) EmploysenQuesta's notification system to keep customers apprised of their g Pre -Pay status at all times via . ,f,e,,ab—P„o".pr.-0,Aoa ` text, e-mail, and/or IVR. . ,�•-=w6_wm-, If they ignore these their balance notifications and dips below zero, customers become eligible for remote shut off. To prevent shut off in this case, they must pay their account up to a utility -chosen Notification is buffer threshold (for example, $50.00). - WebConnect customers can To: crc bAoaney¢racketmail.Rem Sui,jae: PRE -PAY THRESHOLD RED monitor their Pre -Pay status cMtm:: EPB Pre -Pay Power account I10-1414.005 balance is SSA6. To at any time via a red / green / By., veld Intenupnen of youe electric servley please click yellow dashboard graphic. oe call 4:0-648-137: to Pay now. - CSRs can monitor any account's Pre -Pay dashboard via a Pre -Pay Fast Fact and ® ® by reviewing archived messages in Document Details. Can be set up to apply a percentage of every payment toward a previous outstanding balance (with the 80 Property of Systems and Software Inc. e nQues ta—NewFea ture List Systems a software Feature version Application Functions and Benefits remainder added to the customer's Pre -Pay balance). NOTE: AMI metering, remote disconnect capability, and additional serviceslscoping are required for this feature. To send SMS Text or Voice Out -Dial notifications, your utility must contract with an outside vendor (such as Verizon for texting). Text charges apply. Contact your sales representative for details and pricing. Property of Systems& Software, Inc. Confidential 81 enQuesta'"New Feature List Systems a Software Feature Version Application Functions and Benefits Third -Party Supplier Management for Utilities That 5.5 Electric enQuesta can support utilities Offer a Choice of Suppliers: Retail Choice I that provide their customers with Customer Choice G Gas the option of receiving Electric Energy and/or Gas Commodity from specific external suppliers. enQuesta's Retail Choice / Customer Choice module m supports the account, rate, and " system interface requirements necessary to administer such programs, enabling the utility to: Receive, schedule, and execute Add/Drop/Switch requests from suppliers o.� Schedule and execute CSR- o initiated drops Schedule and execute CSR- initiated Seamless Moves when a customer having an external supplier moves to another premise within the tax district. _ - Perform related invoice r^ management - Perform related payment and adjustment processing Perform supplier rate pool maintenance. enQuesta can establish and maintain 3rd- party-supplier Electric rates l. sr„�r---.-- using Electronic Data Interchange ED ways: l a " o CSV file upload (for �-= • F.•,a ,: hwh�= �..,r— - ,m�r-- creating multiple new rate pools at once) o Automatically creating enQuesta rates for unrecog- nized rate pools on the fly. Communicate relevant account changes to suppliers Execute supplier payment via either Purchase-of- 82 Property of Systems and Software Inc. enQuesta'"NewFeature List Systems ■ Software Feature version Application Functions and Benefits Receivables (POR) or Non - FOR processes. - Manually create/override third -party -supplier relationships at accounts Accounts in Inquiry display a Fast Fact providing easy access to any account's external -supplier details. NOTE: Contact your sales representative for details, requirements, and pricing for Retail Choice / Customer Choice functionality. Property of Systems & Software, Inc. Confidential 83 enQuestaTMNew Feature List Systems Software 5. CASH / PAYMENT PROCESSING Optional Features Feature Vemon Application Functions and Benefits Add IVR Payment Types in Payment History 4.1 All The enQuesta-IVR interface can Request now be configured to send the Payment Tender Type and Description for a getPaymentHistory request. Also, the system can now be configured to send the Arrears Amount and Total Amount for a getBilling History request. Contact S&S for additional information about configuring this new functionality. Auto Void I Reconnect Times and Fees 5.0 All See the description on page 99. 84 Property of Systems and Software Inc. enQuesta'"NewFeature List Systems a Software Optional with License Features Feature version Application Functions and Benefits Integration of the enQuesta Cash and 5.0 Misc. If your utility has purchased Miscellaneous A/R Modules A/R both the enQuesta Cash and enQuesta Miscellaneous A/R modules, payments you receive for sundry goods and services t + _ =. can be easily entered into enQuesta. a�^• �� Mdu _> _ • ^ _• _ ® We have also built into enQuesta the ability to load payments for these sundry goods and services using the Standard Payment Upload process. �m Property of Systems & Software, Inc. Confidential 85 enQuesta-New Feature List i Systems & Software Feature Version Application Functions and Benefits Payment Notifications 5.0 All A new capability was added to the notifications process to trigger e- mails when a payment or a reversal payment is made on e. JA account. When a payment or a !`. kkmng z c,n,omen E: rn reversal is executed (through the t0„y- Celele Kry, Vryq ,u._vC aCe zDNNe : Co.,. enQuesta payment processing ae DX6< a.,P!"! Qm<kTay, module at cs/1/1), a notification w<lE:1N1aYRN event such as an e-mail message D45DEV <d45dev@ssivt.com> is triggered and (if account PaYNDent Received preferences are set up) the e-mail is sent. Qrcmn<an pmele,,,..nm new,M mnuge n e�gaTe! elRkhaeeoviere;n d weoe,cne. Note: To send SMS Text or Voice ales WM Out -Dial notifications, your utility We've received your payment. must contract with an outside xmunlwmeer,a.am:.,a,. vendor (such as Verizon) for text P@ymen, Demo¢ messaging. Parmenllat. e5m12016 P.,Toe mount Sim Paym¢nl meTod, C.0 PY/mMelll,@Ot¢: RN1RNN41390P945 Nbn.oe wwrem oleo, e:ams,w.n«esome.nn Here is what we know about you: Pxz,xame'RENIA Mpmn Xdml: Ug Namn_DUM E N6 Name_ RENU DUMUE Account: 1Daa1]W1 1ooe,zwl zaD, Token insetlion X Dom n m H1 Token I04uad Y 000tku. Fmmane! Fey,nem Wh PaymaN Ke/-Dalen NumBer Kel-R¢kRM¢Numpl, leneer T.Ter 17MC {M ppc,pa0n ftwsot PylnenlM . Payment N9aaaae 86 Property of Systems and So ftware Inc. enQuesta'"New Feature List Systems s Software 6. CREDIT & COLLECTIONS Standard Features Feature Version Appllcation Functions and Benefits Multi -Application Setup of Auto -Void Functionality 4.1 All Auto -Void configuration was enhanced to allow the setup from one application to be copied to other applications. Benefit., Quicker Auto -Void configuration. Collection Agency Records Now Editable from 4.1 All Work Orders was modified so Work Orders that the Collections File Maintenance screen has a new option that can be set to allow you to change a current record while entering a new work order. Previously you could only add a new record. This can be set on the Collect File field on page 3 of the Work Order Type record. Improved Deposit Fatal Codes to Assist with 4.1 All Work Order Fatal Codes have Deposit Balancing been added for Deposits to assist with Deposit balancing. Specifically, the Work Order Print program was modified to: - Check for pending paid deposits when the account has no other deposits - Ensure that an account will fatal if the account: o Is moving o Had no deposits at work order completion, but then received a pending paid deposit Property of Systems & Software, Inc. Confidential 87 enQuesta'"New Feature List Systems a Software Feature version Application Functions and Benefits enQuesta Credit Refunds 5.0 All We have added substantial functionality to Credit Refund processes. enQuesta now INACTIVE accounts INACTIVE or ACTIVE accounts with supports the following business with credit balances. orwithout credit balances. requirements: - Ability to have a grace period between the last Work Order 8710 payment date and the mOn9ne PbsNng's issuance of a refund check 11-Credit Refund - Ability to issue a credit anaumm Canselednne Areaeah Autamatlrally refund regardless of the la ket nda Aaiun Markedk)UPamonrm balance due on the account Peraad,;fire o oansAreAvailable: in the event of a payment I N..IGedahread made in error 1 yaymea,la Enor k oedn9afai"e M.M iauatY check Abilityto cut a for I A.A.,.(- an k AayAmaaa,i[aa,aa(Aaa9e• specified amount regardless And/Or=snoeal,an,unit of balance of account but not to exceed the credit balance on the account CREDITREFUND - Ability to automatically RUN SHEET generate security deposit refunds as a credit to the account based on pre- defined rules - Ability to issue a check for CHECKWRITING UPLOAD REFUND any user -specified amount, RUNSHEEI CHECKS to anyone, and for any reason (over charges, etc.) regardless of the account balance Provide on-line reviews of an active account prior to a. applying the refund • - n3amc me e �-wme ^ + I! S6 i>'irvm • a'Smm wss re, nm.ama + S-4tr tl L..1 88 Property of Systems and Software Inc. enQuesta'"New Feature List Systems & Software F_ Feature version Application Functions and Benefits Deposit Transfer Enhancement 5.0 All enQuesta Work Order programs were modified to add new functionality for Deposit " Transfers. When a customer _•. ° moves from one premise to Aw another within the utility's _ c service area, an additional q deposit amount can be required, if warranted. A few specifics: - enQuesta now allows for ° M. --- - the calculation — based upon credit rating — of an additional deposit when a customer transfers from one premise to another. If the customer transfers from one premise to another, enQuesta now calculates the deposit amount due at the new premise and alerts the user as to the amount that the transferring deposit is over or short of the new deposit requirement. - enQuesta now includes the ability to calculate a new deposit for services when transferred, taking into account credit history, types of services, and customer type, with the ability to override Property of Systems & Software, Inc. Confidential 89 enQuesta '"New Feature List Systems s Software Feature version Application Functions and Benefits Split Account History 5.0 All This program is an adjustment routine most commonly used in account BANKRUPTCY processing. M Sometimes charges that have accrued on one account since a certain date need to be transfer- red to another account. This " - program lets you designate the filing/split date for apportioning charges and prorating consump- „„"„„, F,11 lion between a FROM account (of any Active code) and a To account (that must be an active account). For example: - When customers file for bankruptcy, business entities are required to segregate all customer charges incurred prior to the bankruptcy filing date from any charges incurred thereafter. enQuesta Bankruptcy functionality provides two enQuesta accounts: An under -review bankruptcy account (protected) and an unprotected bump -up account (to bill any new charges incurred since the bankruptcy filing date). - A utility customer moves to another premise within the utility's service area, but fails to inform the utility in a timely manner. Here it might be beneficial to transfer charges incurred since the move date to the customer's new account. Prerequisites are that the FROM and To accounts must have the same applications and the To account must be active. 90 Property of Systems and Software Inc. enQuestan"NewFeature List Systems & Software Feature ver:inn Application Functions and Benefits Expanded Report Code Functionality 5.0 All enQuesta report code functionality has been expanded to provide more precise control of collections notices. See the description on page 16. Expanded Auto Void Reconnect Workflow 5.0 All Auto void can now be configured Capability to both void an order and create another work order at the same time. In the past you could only create an order or void an order. This allows you to create more work flows within Auto Void. Prevent Balance Transfers Between Property 5.0 All enQuesta has been enhanced so Classes that the system can be configured to prevent balances from being transferred between residential and commercial accounts (and vice versa), even when the accounts share a common CIS (Account Holder) Number. Note: for this enhancement a Tax Type of 0 is used to identify residential accounts and all non- zero tax types are considered commercial. Notice Due Date, Notice Amount, and Shut Off Date 5.0 All By popular request, the Notice Are Now On the Work Order Secondary File Due Date, Notice Amounts, and Shut Off Date from the Collections Run Sheet (or Billing Collection Events Calendar setup) are now available in the Work Order Secondary File for printing on work orders and letters. Property of Systems & Software, Inc. Confidential 91 enQuesta'"New Feature List k'* Systems & software Feature version Application Functions and Benefits Deposit Risk (Deposit Increase) Calculation Can 5.0 All The Deposit Risk process (aka Now Select by Property Class and Credit Points Calculate Deposit Increases) was modified to allow account Property Class and Credit Points as selection criteria. Easier Selection of Billing/Collection Groups While 5.5 All See the description on page 73. Scheduling Billing/Collection Events Billing Due Dates and Collection Timelines by 5.5 All Property Class and Tax District Property Class and Tax District filtering options have been added to increase account specificity during: 91 - Billing/Collection Events and Job Scheduler processes - Collection Notice account selection and other C&C processes - Other enQuesta processes Benefit: If your utility's business a 6 practices must accommodate 177-77 multi -state regulations or are otherwise highly region - dependent or property -class dependent, enQuesta can help you focus and discriminate your utility's Collections and Billing . ": a '=' =".' a=" processes across such disparate p groups of accounts. 92 Property of Systems and Software Inc. enQuesta-New Feature List Systems & Software Feature ve„ion Application Functions and Benefits New Collections Notice Fields Offer More Control 5.5 All New fields on Collection Notice and notice setup screens provide more granular control over notice generation. You can: Specify by Application / r----= Property Class / Tax District a ; combination the bucket age(s), amount thresholds, and Sales Classes required for selection by a particular notice type. You can define l---- — :3 o for your selected combination � o a of application, notice type, 4- property class, and tax district 4= a+ the balances to include, the selection -threshold amounts, and the sales classes that will be included or excluded in .. the notice calculation. •aunF wMe�n,xa - Define Report Code Exclusion/Inclusion sets, " which provide a simple way to define how a particular Notice should handle any of a large number of possible Report Codes on accounts. This way up to 999 pre- determined report codes can a� be excluded or included in the selection process using a P single step. Auto Void Reconnect Can Now Be Configured by 5.5 All Auto Void Reconnect setup Tax District and Property Class. functionality was modified to include selection by Property Class and Tax District. Property of Systems& Software, Inc. Confidential 93 enQuesta'"New Feature List r �aerns Software Feature version Application Functions and Benefits New Selection Method Option in Notice Criteria 5.5 All The Notice Criteria program was modified to add a new Main Selection Method 18-By Past Notice Sent Code and Due Date. The new functionality enables the user to successfully select accounts by due date (range) in addition to the previous notice sent. Mass Inclusion/Exclusion of Accounts from Notice 5.5 All Does your utility use a large Selection Using Report Code Exclusion/Inclusion number of report codes to flag Sets different account attributes? The new Report Code Exclusion /Inclusion Set feature lets you define a group of up to 999 report - = - codes for one-step inclusion or V=ZW Jill exclusion during notice --- calculations. Benefit: Improved notice - selection granularity for utilities that employ a large number of . a. report codes to discriminate accounts. 94 Property of Systems and Software Inc. enQuesta—NewFeature List Systems & Software Feature version Application Functions and Benefits Automated Agency Promise -to -Pay Agreements 5.5 All In addition to the routine manual procedure for creating individual Promise -to -Pay agreements on accounts, you can now create Ayenp11"aa, e LIHE4PPROMISE CALC multiple agency -based P2P JHEAP PROMISE LISTING agreements en masse by (IHfAPLowlnrome . 3 UHEAPPROMISE UPDATE uploading a CSV-format Discount Rate enrollment file into enQuesta. 4 UHEAP FUEL RATE CALC 5 UHEAP FUEL RATE LISTING ThisaUtOmateda agency P2P 9 Y (IHfAPLowlnrome Discount Rare 6 UHEAPFUELRATEUPDATE procedure can also integrate your utility's LIHEAP and/or EAP 7 ELECTRICAL ASST PGM CALC related processes with Low- FAPLowlnmme 8 ELECTRICAL ASST PGM LISTING Discount Role income discount billing rates, as 9 ELECTRICAL ASST PGM UPDATE well as confer the applicable Credit & Collections protections. Benefit., Streamlined administration of large number of agency -based payment agreements. Contact S&S for additional information about this 5.5 All enhancement. Formerly: If the customer had Automatically Break an Installment On Accounts That Final Bill an installment, the final bill would include the monthly installment payment and the current amount but would not include the remaining deferred balance. A customer service rep was required to close the installment for the final bill to be calculated correctly. Now: When a customer wants to close their account, enQuesta automatically closes any installment on the account and generates a complete final bill for the customer. A customer service rep does not need to manually break the installment because the system does this automatically. Benefit., Installment balance is automatically transferred to the final bill. Property of Systems& Software, Inc. Confidential 95 enQuesta-New Feature List Systems a Software Feature version Application Functions and Benefits Cash Entry Enhancement Lets Cashiers Direct 5.5 All The Cash and Mail Entry Payment to an Active Agency Promise To Pay programs were enhanced to display a popup when an account has an active Agency Promise To Pay. The user can either press Enter to have the money apply to the Agency Promise To Pay, or press ESC (Escape) to have the payment not apply to the Agency Promise To Pay. Improved Deposit and Deposit -Interest Balancing 5.5 All enQuesta has been enhanced to ensure that deposits and deposit interest stay in balance. The enhancements include: - Recording deposit refund and deposit interest transactions for each deposit sequence in the deposit table. - Adding validation to the deposit interest calculation, deposit automatic refund, on- line posting deposit refund, work order deposit refund, and on-line posting delete routine to ensure deposits and interest calculations stay in balance. 96 Property of Systems and Software Inc. r Systems A Software enQuesta'"NewFeature List Feature version Application Functions and Benefits Run Multiple Notice Types Within One Notice Run 5.5 All We are excited that the Billing / -- - -- Collection events calendar now c 2 .e. a n9 . I enables users to run notices and shut -offs configured to use n I methods 1 (Single Due Date), T 6 (Past Notice without Cycles), 3 n q and 9 (Past Notice with Cycles) as a single process. In other words, - - - -- -__ - you can now run all these notice types in one calculation. It lets you run multiple notice types that m share a due date. Benefit., Faster, more - -- - ---- streamlined collection processes. NOTE: Special seeping of your Collections processes by Professional Services may be required to implement this feature. More Standardized/Automated Installment Creation 6.0 All enQuesta's installment type criteria have been expanded to support more automated installment generation with less required input m^ -_"^ •- ^ -- - -- - ®® from CSRs. In the past, during installment creation the CSR would need to individually input field data such as -- I agreement date, start payment -- date, number of payments, down payment amount, and agreement amount. Now these parameters can be — preprogrammed as _ installment plans into more ^® granularly defined installment type criteria - auto -populating much of the Installment Payment Agreement screen as soon as the account number is entered. The installment plan applied to an account is determined by which work order the CSR chooses. If your utility permits installment creation via API (Web Connect, IVR, kiosk, or other external Property of Systems & Software, Inc. Confidential 97 enQuesta'"New Feature List �sems Software Feature version Application Functions and Benefits application) you can predef ne criteria records (installment plans) to suit CSR-generated and/or API generated installments. New functionality has been added to support utilities that require a payment be made before an installment agreement can be created. Such pre -payments can now be more flexibly applied toward down payments, with better payment -distribution controls in these situations. Benefit: Enhanced installment configuration options mean less required input at installment creation and more flexible pre- payment and down -payment scenarios. Note: Standard for 6.0 only. Available 4.1-5.5 only with additional services and costs. Single -Application Payment -Distribution Option for 6.0 All Standard payment -distribution Promises to -Pays rules now provide the option to distribute Promise payments to a single application only. Previously this distribution was always across all applications. Cash Promise To Pay entry now identifies the type of promise (Customer or Agency) and uses the rules specified for each type. 98 Property of Systems and Software Inc. enQuesta-NewFeature List Systems e Software Optional Features Feature version Application Functions and Benefits Auto Void / Reconnect Times and Fees 5.0 All Additional parameters have been added to the Auto Void / Reconnect criteria to allow work _ orders to be created either for the e n -' current day or for the next Notepad InformatloD More Detain business day, depending on the time of day that the payment is made and the amount of the Do* Try worype Nolen 11:17AM om ww 2013-139042 - Do CC1Tu NQf1OX 96 payment. 96 AUTOMATIC PAYMENT 96 VOID - STM DATE lops__ -enra x i For example: Aturn-on work DD AaoultNudxr:53-1416.322 order might be created today if 09/04/2013 CRED 317— 10:38 AM CCIU44CfF1oa Pren se Nur8er: 8630.0M CIS Nunter: 1197779 operator Name: TRAIN OPx 2000 the payment is made before 6:00 m. and the payment P P Y 00 00 S WS 6001i' operator Nwb&: 20DO 088%NEW includes a specific turn -on fee. Do ------------- - 0Ifif9><f(7t -.._� I T However, if payment is made after 6:00 p.m. or if the turn -on fee is not included, then the turn - on work order will be created for the next business day. —- VFElt I. E ;RKS & SANUARY SEWER 8,0ARu --- Additional services and scoping are required for this feature; see sales representative for details and pricing. your uM<e Ms been p�scomWclaG for n9mWvmmt. to nYmf 1w.a. iOMV D+r 1165.96 /ro,wmn=E.tx,m (9:v1 ax aM:f:(Orm re,.uee.<n=eIOn9Yv,r 4Ma.969vr<WImnIM�'f.n,]W is stl f9:Y,rry ia,epgf IfM. iVMORPOW via 595.9691v,eN tmnbtMem Illp am atl tl X v+r n4W smwwabdpw gFahe orpktl n9Ctltlt9n itlM �Nu4 afNrt<1 nMretp<KmeL6NTf taM. ut WRaRNlC9flamn 5en�f MpaotW Y S00. ,YLbe.xMf,l. tblepN fee. rw �p Property of Systems& Software, Inc. Confidential 99 enQuesta-New Feature List 14, * Systems a Software Feature version Application Functions and Benefits Collection Agency Recall 5.5 All Accounts turned over to collection agencies for arrears collection are not static: - The account's arrears balance could change - The customer may have paid partially - They may have paid in full - Bankruptcy protection may have been established - The account may have closed and the balance transferred to a new account - A settlement agreement may have been reached with the customer - The utility may have terminated its business association with the agency, necessitating the recall of all accounts from that agency - The statute of limitations for collecting arrears may have been reached, terminating the need for an agency record on the account - Some agencies may specialize in collecting newer or older debt, necessitating transfer to another agency when arrears reaches a certain age enQuesta's Collection Agency Recall function keeps collection agency records, both on individual accounts and at the agencies, up-to-date and synchronized. It does this through work orders the utility can apply to individual accounts and a daily Collection Agency Recall run sheet that generates a file for communi- cating any status changes to individual collection agencies. Additional professional services may be required to implement this feature at your organization. Please see your sales representative or account manager for details regarding scheduling and pricing options. 100 Property of Systems and Software Inc. enQues ta-NewFea ture List Systems & Software Feature version Application Functions and Benefits Collections Run Sheet Now Can Generate the XML 6.0 All The XML Notice Print file can Notice Print File now be printed from the work - order -generating Collections Run Sheet process. Formerly utilities requiring this file were limited to the non -work -order -generating Notice Run Sheet. Additional services are required. Property of Systems & Software, Inc. Confidential 101 enQuesta-New Feature List Systems s Software Optional with License Features Feature version Application Functions and Benefits Shut Off Notification 5.0 All A utility customer can now receive a notification when their account is turned on or off. Pre -Paid Billing to Manage Difficult Payers 5.0 Any See the description on page 80. application with AMI and remote - disconnect metering (typically Electnc) 102 Property of Systems and Software Inc. enQuesta-New Feature List Systems & Software 7. REPORTING Standard Features Feature version Application Functions and Benefits GL Batch Drill -Down 5.0 All See page 10 in the "Customer Service, Call Tracking and Inquiry" section for a description of this feature. Flat History: Combine Billing and Consumption 5.5 All This enhancement creates a History into a Single Database Table for Simplified new reporting table called Reporting "enquesta.history," upon which Cognos models can be built. For easier reporting, this table "flattens" and merges billing history, billing history detail, consumption history, and balance detail history into a single indexed table. Additionally, GIL numbers can now be associated with historical transactions (formerly they were only summary). Benefit. Now report authors can create new Cognos reports more easily in these areas, without having to know or understand the complex joins that exist between the enQuesta tables. NOTE: This feature must be set up by S&S at each utility site. A conversion process to load history back to a certain date is required. Contact S&S for additional information about this feature. Property of Systems & Software, Inc. Confidential 103 enQuesta'"New Feature List Ir Systems & Software Feature version Application Functions and Benefits Redesigned enQuesta Standard Reports and 6.0 All Cognos® BI Reporting is now Integration with Business Intelligence integrated into enQuesta. Cognos reports can be accessed and run from the enr L F^C _ enQuesta menu and Inquiry portal. wV�,1V' Afuture enhancement is expected to permit scheduling of reports through Job Scheduler. Standard Reports from BI Taal Avallablefiam enQuesta User Interlace Benefit: Simplified Reporting workflow. MEF" �] v— Standard Reports from 81 Tool Available ham moue to User Interface Walx MnntMv Summary Joumfl-Currtnt n n.vA2 f T9 104 Property of Systems and Software Inc. enQuestaT"NewFeature List > S a5aftwaca Feature version Application Functions and Benefits Identify Table and Column Names Directly from the 6.0 All To simplify report writing, enQuesta User Interface (X-Ray View) enQuesta 6.0 provides business users with an "X-ray view' to point and click to find the FeldanclTable Names Accessed via enQuesta Applicauoo associated enQuesta table and column names from within the application. ¢ W Y� W n.uls� 6.nTab. _. Feld and Table Names Accessed via enouesta Application r+rrrmm�ubsMmr - MYu.9.nrrYr. Property of Systems & Software, Inc. Confidential 105 enQuesta'"New Feature List Sysms &oftware 8. SECURITY AND SYSTEM ADMINISTRATION Standard Features Feature version Application Functions and Benefits Record Lock Detail Shows Who Has a Record 5.0 All Do you ever find yourself Open blocked from accessing a particular record (for example, a Customer Master File) because �• r>.,a R. - — another employee had that _ record open? This new program displays the username of the employee who ...,.: ,.,.-...--.-.... ..._-. �._ ..,._ .,.. has that record open. Benefit., Expedited access to blocked records. Active Code Security 5.0 All Program security is now level 3 to modify the Active Code field within the Customer Master file. Users not having level 3 w g0 0� privilege for the program, • , "'al ® ciactcodesecurity, are denied . oa® access to this field. j,Plea. NoM _ _ r.w ® w h i 106 Propertyof Systems and Software Inc. enQuesta-New Feature List Systems a Software Feature version Application Functions and Benefits Enhanced Administrator Program Security 5.0 All enQuesta Administrator Program Security was enhanced to work based on standard Operator Group level security. ®enQuesta - Connected to Al Development -41 as luyan - 2 ws Pa>sraore eras When an operator is in a Supervisor Group and they I� access options on the ADM -- menu, they will no longer need to enter a separate password. Enter passwo Operators not in a Supervisor Group will not have access to these programs. Work Order Restriction to One Security Group 5.0 All See the description on page 39. Single Sign On / LDAP Enhancements 6.0 N/A enQuesta 6.0 provides the following cross -platform enhancements related to Single Sign On authentication and For related Technology Stack Lightweight Directory Access specifications, seethe Protocol (LDAP): appendix on page 132. - Presentation level integration - enQuesta accepts and authenticates credentials against Microsoft Active Directory or any LDAP service. - If the user runs the application from a system which is already logged into the directory service, enQuesta does not prompt for authentication, and SSO capabilities are achieved. - With no more client to install, no SSH connection is required. - An LDAP server is built into enQuesta (in case the utility does not already have LDAP installed). Property of Systems& Software, Inc. Confidential 107 enQuesta—New Feature List 9. WEBCONNECT AND PAYCONNECT Optional Features •.; SYa Software Feature version Application Functions and Benefits WebConnect "What If' Rate Comparisons 4.0 All WebConnect was enhanced to allow WebConnect users to perform a WHAT IF comparison between their current rate and a different rate. This functionality works similarly to the WHAT IF comparison available to the CSR's on the Inquiry Portal. See page 21 in the "Customer Service, Call Tracking and Inquiry" section for more information. Additional services are required for this feature — see sales representative for details and pricing. WebConnect Report Outage link Can Create a 4.0 Electric WebConnect was modified to Work Order (Requires 63750) create a work order when an Outage is reported by a utility customer. An outage -management -system interface, additional services, and scoping are required for this feature. See sales represent- ative for details and pricing. 108 Property of Systems and Software Inc. enQuesta-New Feature List So a Software Feature version Application Functions and Benefits Optional Limit: One WebConnect Profile Per 4.1 All WebConnect was modified to enQuesta Account prevent users from linking multiple WebConnect profiles to one enQuesta account if InvoiceCloud is the payment processor or if only one WebConnect user per utility account is allowed by the utility. If you want to impose this limit, contact S&S to set this up. WebConnect Can Display Inactive Accounts 4.1 All WebConnect was enhanced to Longer add a new configuration option to allow utilities to specify a number of days in the past that customers will be allowed to view their inactive accounts without balances. Prior to this enhancement only inactive accounts with balances were viewable in WebConnect. Requires configuration. WebConnect Option to Require PIN for Customer 4.1 All For added security, Registration, Transfer Service, and Disconnect WebConnect has been Service enhanced to allow configuration for requiring a PIN before entering the following service requests: Disconnect Service, Transfer Service, and Registration. Property of Systems & Software, Inc. Confidential 109 en Questa—Ne w Feature List tems & Software Feature version Application Functions and Benefits WebConnect Now Displays Service Status 5.0 All WebConnect was enhanced to display the application service status to your customers. For — r_ example: Power/Water ON or �i\3ltlLl OFF. _ ;. wi • -I-, WebConnect Contact Info / Profile Changes are 5.0 All WebConnect was modified so Now Logged in the Change Register that any e-mail, phone, employer info, or marital status change made in by a utility customer in WebConnect will now be recorded in the Change Register. Note: Changes are recorded by CIS number. Complex Passwords Required for WebConnect 5.0 All WebConnect was enhanced to support stronger passwords. When a customer is creating a new WebConnect account, the password will be verified for strength and, if the password is weak, they will be required to enter a stronger password the next time they log in. 110 Property of Systems and Software Inc. enQuesta— New Feature List Systems s Sof tware Feature version Application Functions and Benefits Resend of WebConnect Activation E-Mail 5.0 All Inquiry's Manage WebConnect User screen has been enhanced to include a new option that allows a user at the utility to resend an activation e-mail if the customer doesn't receive the original one. Property of Systems& Software, Inc. Confidential ill enQuesta•"New Feature List Systems a Software Optional with License Features Feature version Application Functions and Benefits WebConnectT"' Account Reminders 5.0 All WebConnect was enhanced to provide Utility customers with a popup alerting them to update their personal information based on configurable time -frames. e we've oadced that you have not uvdrted your contact Inrmvtlmr lately. MetuPedew ywr W.01an cma...nd nnak. rhe.., if —at., .10a.""111"°ad&— °°°'``EnnaitMcl " When a customer opens a new �m" ,;;""" " WebConnect account or their '""" � " personal information hasn't been U;,;,e„mu;,' updated in the defined number Plxvr..Y"Wg4u pwPhnaeumY.hk of months, the Information fava, °'^.— s.>,— Update Notice popup will Move _-- display. Any changes the customer m..rao..b..,.m.,m. "w makes online to their personal -` .,�Iilao information are automatically W..a updated to the enQuesta databases, with no work order being created for these changes. ®® Additional services and scoping may be required for this feature — see sales representative for details and pricing. 112 Propertyof Systems and Software Inc. 00c7ov System & Software enQuesta'"NewFeature List Feature version Application Functions and Benefits enQuesta Go! Version 2.0 N/A All We have added functionality to GO Smart App Service Requests our Customer Self -Service Smart Apps: enQuesta GO! Account Registration, Service Requests, and more account histories are now available via n the GO! Smart Apps. _ Usage History I I�1 Payment & Billing History View Past Bills Property of Systems & Software, Inc. Confidential 113 enQuesta'"New Feature List S & Software Feature V.,M.n Application Functions and Benefits Flex Bill Messaging for WebConnect Pop Ups N/A All You can now use the same versatile Flex Bill Messaging functionality formerly limited to bill messages and inserts to create popup messages that will display for your online WebConnect customers when a they log on. o Note. Other Flex -Bill related enhancements are described on ^:; I pages 59 and 67. o� o` n .4 o 114 Property of Systems and Software Inc. enQuesta'"New Feature List Systems a Software Feature version Application Functions and Benefits enQuestaTM Chat N/A N/A WebConnect now offers the option for your customers to converse in live online chat sessions with utility personnel. elocutionist "a`c°""""itl This way your WebConnect Pleaserrait A"operatorwillba vathyoushoNy ,NI One moment please.. rc I users can receive live help We apologae for the delay_ A representative will be with you „ Showy. cu online instead of needing to use Hello Madha_ My name is lGhina how an l help you? B3 the phone. This lets you provide 'tfi a new level of service and help can m gure out how my bill to your online customers. I can help you whin mat On the left side. do you see The link called Billing Details? C d w•n+y_ Yes Please dick Nat link to view all your biling history Multilingual WebConnect N/A N/A WebConnect can now be made available to your customers in multiple languages. v The customer selects their Sumadodeeuenta language preference when Su "" °; " —o °W; i„"`"""°'"'° registering (or anytime later). u.nw Nag>M Thereafter all WebConnect zaexJ.I xo�wkadc.a ..Is. pages are rendered in their specified language. eaosEM m..re°manr ao w xm'Ixaxvomim.'c•c .,.,.,—.. ie9xxs9e The Utility has the ability to n «" rM1 • h9 @ M"m translate most on -screen =J en,e ',a.� ^ ima�.sw,9a messages, as well as all e-mail eo u:"9 maM1na°nme.lu°e.,.°.,,anon�ma.9�a: notifications. '+•�-_-[aNltltl 59La9 E9mM•rbaON&sO u aVeutlW Mwl p .a This feature is available for all versions from 3.3 up. .00 SJx9a S.enQuesta awa r9t)).9a `•'•*•• SEwfA 0 M.Sa.°9 $reb] U sT°lales 4n9U Sa9.90 ".a en.sa 11M1mn C°nllaatl LI6.91 UtlwM° CenNYenl° nwiem9e le, 3°xx 'a oat- loula°a9aaaai.a W.3°IO BuwMaWrs bsWWs awamaL°a... 9 anutlas e,w. v«omm e:•a aa..°Munva"e. w9°oreno o9.9°maa a° v+a9 mwd.a.." .an.neaoem°aaanrca. w.°9ar"w w•.aro n".ew. Hansa°°°°w^°na 9n.a,.m99+°awe. Property of Systems & Software, Inc. Confidential 115 enQuesta'"New Feature List Systems' a Software Feature version Application Functions and Benefits Secondary Parties Can Be Associated to 5.0 All WebConnect has been WebConnect Profiles enhanced to accommodate recent changes to the Secondary Party functionality within enQuesta. During WebConnect profile setup, enQuesta now displays a list of qualified users that can include secondary parties. 116 Property of Systems and So ftware Inc. enQ ues ta -NewFeature List Systems a Software 10. TECHNOLOGY & WEB SERVICES Standard Features Feature Version Application Functions and Benefits Job Scheduler Can Now Run External Scripts and 4.1 All Job Scheduler has been FTP/SFTP Tasks enhanced to provide the ability to run operating system programs and FTP/SFTP files through the use of new "Execute OS Task" and "FTP Task" Job Scheduler tasks. Contact S&S for additional information about 1 RIC IELI - Template Na Application. f - —ELECTRIC this enhancement. Choose Job Scheduler Menu Options Send Nil Is Ready Notification Run Sheet j Pre-Biling Run Sheet - JBilling Run Sheet Cel(_]Penalty Run Sheet V'j Credit Fund Transfer Run Sheet E'01,lotice Run Sheet EI_]Shut Off Run Sheet 3'1-lPronise To Pay Break Routine »-C_]fnstatiment Break Routine CGL interface + C*I:]General Ledger Interface Run Sheet Trial Balance MMonth/Date Validation Routine R�f ']Job Scheduler Test Run Sheets y L,jWork Order Control Sheet and Documents r' work Order Complete Report and Update S jjProgram Container MExecute OS Task S jFTP Container CFTP Task Job Schedule the Delinquent Notices Run Sheet 4.1 All You can now schedule delinquent notices. Property of Systems & Software, Inc. Confidential 117 enQues taTM New Feature List Systems a Software Feature version Application Functions and Benefits Most Core enQuesta*" Processes Can Now Be Run All Since its debut in version 4.1, Automatically by Job Scheduler the enQuesta Job Scheduler has expanded to run more and more enQuesta processes, including: `= Job Scheduler Template Builder-- Webpage Dialog - Reading Edit 4.1: - Billing Validator - Billing Run Sheet Application: 1 - ELECTRIC [EL7 Template Name: F _ose.lp6 Sduedu!er Menu options - Penalty Run Sheet - Credit Fund Transfer Run 7RF - Billing Adjustments Update Sheet 7TX Biding Adjustments update - Delinquent Run Sheet ❑DG Billing Adjustments Update OSend Bill is Ready Notification - Shutoff Run Sheet -='-yUT - Monthly Summary Reports OUh - Monthly Summary Journal Print - Promise to Pay and OUT - Monthly Sales by T ax District Report Installment Breaks tJ UT - Monthly Sales Tax Report OUT - Monthly Sales by Rate Report - G/L Interface OUT - Monthly Sales by Meter Size Report Q UT - Monthly Misc. Tax Report - Work Order Control Sheet a UT - Monthly Usage Factor Report - Work Order Completion 0 UT - Monthly Aged Trial Balance Report Report Q UT - Monthly Transaction Analysis Report OUT - Monthly Metered Demand by Rate Report - Daily Update HQJUT- Month End G IT - Monthly Demand kW Update - External Scripts and .,� UT Month End All Files FTP/SFTP Tasks FEVNA - Monthly Summary Reports OWA - Monthly Summary Journal print - Month/Date Validation OWA - Monthly Sales by Tax District Report 8 WA - Monthly Sales Tax Report 5.0: - Budget Breaks 7WA - Monthly Sales by Rate Report OWA - Monthly Sales by Meter Size Report - Trial Balance a WA - Monthly Misc. Tax Report - Cash Run Sheet cJ WA - Monthly Aged Trial Balance Report QWA - Monthly Transaction Analysis Repot - Deposit File Print ±il�11WA - Month End - - Deposit Auto Refund - Deposit Interest Run sheet - GIL Extract Run Sheet - Interdepartmental Billing (IDB) Processes - Billing Adjustment Run Sheet - Month -End Programs and Reports - Write -Off Reports - ACH Run Sheet 118 Property of Systems and Software Inc. AIL IP&A sue' ms a Software enQ ues ta- Ne w Fea ture List Feature version Application Functions and Benefits - Send Bill -is -Ready Notification (Except InvoiceCloud - Year -End Update - Prepay Billing 5.5: - Standard Payment Upload - Inactive to Active Transfer - Credit Refund 6.0: - Cognos® Report Runs Job Scheduler Task Approval 5.0 All Now you can create Job Scheduler jobs that require approval from a designated security group before enQuesta will run the task. You can set this requirement by double clicking any task within an enQuesta job M- _ template and completing the relevant fields. .._— ,�.. . r, i E-Mailed Notifications if Job Scheduler Tasks 5.0 All Job Scheduler was enhanced to Exceed Configured Time Limits add non -fatal, warning e-mail- message capability that can e-mail designated user(s) if a particular task within a job takes more or less time than expected/defined. Property of Systems& Software, Inc. Confidential 119 enQues tal- New Feature List Systems & Software Feature version Application Functions and Benefits EBPP Message Generation Is Now Run Through 5.0 All See the description on page 62. the Job Scheduler E-Mailed Notifications if Job Scheduler Tasks 5.0 All Job Scheduler was enhanced to Exceed Configured Time Limits add non -fatal, warning e-mail- message capability that can e-mail designated user(s) if a particular task within a job takes more or less time than expected/defined. Robust New Technology Stack for 6.0 6.0 All To support the enhanced V6 functionality described in the features below, S&S has assembled an array of For Technology Stack specifications, integrated technology worthy of seethe appendix on page 132. the task. For specifications pertaining to the enQuesta 6 technology stack, see the appendix on page 132. Java Upgrade 6.0 N/A The version 6.0 platform has been upgraded to employ Java EE (Enterprise Edition) 7. This major upgrade to a key application component further improves enQuesta's ability to meet enterprise demands by expanding capabilities available to Systems & Software program developers. 120 Property of Systems and Software Inc. e nQuesta—NewFea ture List Sya So zftware Feature version Application Functions and Benefits Full Browser Platform 6.0 N/A enQuesta 6.0 delivers full - browser CIS functionality based on the latest Java EE 7 technol- ogy. The "client download" of enQuesta files to the user's computer (required by previous enQuesta versions) is no longer necessary due to WebSockets technology. New Webfast functionality replaces the former Winfast screens. Benefit. Simplified enQuesta installations and updates at the individual operator level. Redesigned enQuesta Menu System 6.0 N/A See page 19 in the "Customer Service, Call Tracking and Inquiry" section for a description of this feature. Support for 6.0 N/A Based on customer and industry Microsoft Windows® and Microsoft SQL Server® feedback, enQuesta 6.0 supports SQL Database and Windows Operating System — Database &Operating SystemOmice in addition to the current Linux/AIX with Oracle RDMS. uaw� C)RACLE" SQL Server Property of Systems & Software, Inc. Confidential 121 enQuestaTMNe w Feature List Systems a Software Feature version Application Functions and Benefits Application Failover Strategies 6.0 NIA Failover strategies requested by our customer base are available in 6.0 with the result of reliable enQuesta Clustering for Transparent Fail Over system performance and 1 ClusteredenQuesta decrease of system downtime c— •m•,hemnp.ina n•,, p.: enQuena Do Sene, for CIS users. 121 enQuen. Fpp6aA,.. Nodes coB Weconned M.W. Chat O �O enQuesta Clustering for Transparent Fail Over. InInastmcture Connections a The enQuesta Cluster is configured such that only one node will be OR active at a time. Both nodes remain 15 up and connected to the Database at all times; however, only the 'active' node will associate with the virtual IP address and network name used by operators. 122 Property of Systems and Software Inc. enQues taT"New Feature Lis t sy Feature version Application Functions and Benefits Single Sign On / LDAP Enhancements 6.0 N/A See page 107 in the "Security and System Administration" section for a description of this feature. Job Scheduler Recurring Jobs 6.0 All The enQuesta 6.0 Job Scheduler supports scheduling of the same job repeatedly. Benefit. Freedom from na" redundant setup for processes 0 Every day(si that you run on a recurrent ll Fwry weeNdry schedule. Swt W@Sdrt—nF007 Wtl W. SWP NuYd.y M Ue ce 4ewrrl Ilnhn WY tWY WsM. MTd11 TeK/ ❑Monday EIT.i []Wed aav ❑Thursday I� I E]Fddq ❑Sa ft Ms.dry� Sbrt WNI Stut tlmery 0(IN. End Wta swp 11.116v[ Property of Systems & Software, Inc. Confidential 123 enQuesta-New Feature List 11. METER MANAGEMENT Standard Features ra, 5 a Software Feature Version Application Functions and Benefits Meter Swap Now Works for All Metered 4.1 All Originally, Meter Swap Applications functionality was available only for Water and Sewer. Now it can be used for any metered application including Electric. Enhanced Meter Test Result Entry 5.0 All The Meter Test History Program has been enhanced to offer the option for each metered service µ, .. ... ..,.._ , a as a. (Electric, Gas, Water) to have its own Meter Test History form. Additional fields have been added 1: E::-J" - �; for Electric Test Values and flex fields will be added for non - occurring fields on each form. The length of "Meter Test Information" fields has been increased from 50 characters. The earlier version of the meter test screens remains available. MeterSense Integration 5.0 All Water, Gas and Electric providers can take advantage of robust Meter Data Management capabilities with enQuesta. Our pre -integration with the MeterSense product suite allows customers a best -of -breed, single- * vendor CIS / MDM solution. sense 124 Property of Systems and Software Inc. enQuesta'"New Feature List Systems a Software Feature version Appkatlon Functions and Benefits Smart Grid Functionality Integration 5.0 All enQuesta has been built to integrate seamlessly with the major Smart Grid / MDM On Demand Readings Imm Smart Meter w enQuesta during OS Workflow applications. It Is rich with CSR and Customer Self -Service .N,_.. Features, including On -Demand Readings, Theft e •�a+"��N�� Detection and What -if scenarios. C_ keNtn1�M 6Y NMppWie ��- eSWavaY brrtaSyleS RF u�w sntr: s.. n JA f.'i Yl m�a nw )mart Grid Malytia Im CmtomerSelt-SCM(e Na enQUe9a MCmmett NYYW^P:MniN www v'•I Matl�amm.irmwawe.am. r 4 O r rm Property of Systems Software, Inc. Confidential 125 enQuesta-New Feature List systems Software Feature version Application Functions and Benefits Easier Route and Cycle Re -Assignment for 5.0 All When your utility's customer base Accounts expands or staffing levels change, you can use this run sheet to reroute accounts in order to maintain manageable reading "-'-N_ ✓ ©® routes. Rerouting reassigns - = accounts from one or more a source route(s) or cycle(s) to a destination route or cycle. You �aa• d.' �•-Yr �� a can use this program to: Via„-�aa0 C �aa ��".•.....f-- r� E Move the accounts of one �aa�adoc Lo-a 1:.. route, a range of routes, or a °ate`"°a-• o �aa�caO Ci Daa w.... 'OE list of up to ten routes to a single "destination" route, °" °' / • '''� of reassigning the accounts' Mki+Yv/SY,Melaflelry(IaH �YK� .w.uw route sequence numbers in «s o va ua. " no�we the destination route (if »��" • required). - Move accounts with granu- larity from only a subset of a route (as defined by a range of the route's handheld/walk sequence numbers). Verify the cycle for accounts being moved by route as above, only reassigning accounts belonging to the cycle(s) you specify. - Instead of moving accounts by route, move them from one cycle, a range of cycles, or a list of up to ten cycles to a single destination cycle. 126 Property of Systems and Software Inc. enQues ta—New Feature List Systems s Software Feature VRr5ion Application Functions and Benefits Meter Mass Change 5.0 All You can use this procedure to mass -change selected attributes at either the device or the register level. For example, suppose: ----"" e C D - . [LL]LI DV< PURCH ORDER CIDVC_PURCH_DATE CIOVC PURCH_COST 1 9470 CIDVC ACTIVE CIDVC MACH ORDER C WC PURCH DATE CIE An entire shipment of meters 3 9q4 CIDVC ACTIVE CIDVC PURCH ORDER CIDVC PURCH DATE CREhas inadvertent) been 4 UN CIDVC ACTIVE CIWC_PURCH ORDER CIDVC-PURCH DATF 5 94ROCIDVC ACTIVE CIDVC MACH -ORDER CIDVC PURCH-DATE CIE y entered into inventory in 6 94R2 MVC AC CIDVC PURCH ORDER CIDVC MACH DATE CC enQuesta with the incorrect T 94M CWVC ACTIVE CIDVC PURCH_ORDER CIDVC PURCH DATE Ormanufacturer Model Number e M87ODVC ACTIVE CIDVC PURCH-ORDER CIDVC PURCH_DATE CI 9 94RR CIOVC_AQNE CIDVC PURCH ORDER CIOVC_PURCH DATE CIE or Purchase Order Number. 10 M91 CIOVC_A E COW MACH OR01R CIWC_PURCH_DATE O - Or maybe a set of Other Devices was assigned an incorrect meter status (say, "Truck" or "Test" instead of _......_......._:, m® �� "Inventory') Or the wrong template was ::— used when adding a meter shipment by vendor file. Or perhaps a shipment of meters needed to be quickly logged to some Pre -Inventory interim status with a prelim- inary set of attributes that must now be updated more accurately into Inventory status. If the number of device records requiring the fix is significant, changing these device records individually is not practical. That's where the Mass Meter Change program can help. Available from a button at the top of the Device Maintenance screen, the Mass Meter Change program lets you upload a CSV file defining the attributes you want to correct and the device IDs for those device records needing the change / correction. All changes are copied from a template device record you specify. Property of Systems& Software, Inc. Confidential 127 enQuesta-NewFeature List Systems a Software Feature version Application Functions and Benefits Meter Test Upload for Existing Meters 5.5 All Previously, meter test information could be mass uploaded only at the time of shipment— along with new -meter information. After shipment, subsequent meter test information needed to be entered manually. enQuesta now permits upload of meter test information for established meters using an upload file. 128 Property of Systems and Software Inc. Sy"stems ® Suftwaim Optional Features enQuesta-NewFeatare List Feature version Application Functions and Benefits Green Button 4.0 Electric Green Button allows energy Gas providers to supply energy users with their own consumption data in an easy -to -read -and -use format at the click of the "green button" Green Button from WebConnect. Download My Data Smart Grid Integration enables enQuesta to pull utility -customer data for use by a number of 3rd party consumption -analysis applications. This means that WebConnect users can now view their interval usage (and, optionally, cost data) via the recently introduced industry standard format, Green Button rendered XML. CSV export support has also been added. Additional services and scoping may be required for this feature — see sales representative for details and pricing. Meter Orders Can Now Update a Meter's AMI Type 5.0 All For utilities using an AMI system such as MeterSense: For meter orders such as meter installs and exchanges, new functionality has been added to the work order type file to allow a work order to update the meter's AMI Type at the work order update. This order option opens to the Device File so the user can edit only the AMI Type field. Example AMI types: Manual Meter, AMI Meter, AMI Meter Billed Smart. Neighborhood Net Metering Support 5.0 Electric See the description on page 77. Property of Systems & Software, Inc. Confidential 129 enQuestaTMNewFeature List Systems & Software 12. NEW SITES, PERMITS Standard Features Feature Version Application Functions and Benefits Enhanced Validation Account Criteria 5.5 All See the description on page 71. 130 Property of Systems and Software Inc. enQuestaT"New Feature List Systems & Software APPENDIX A— WORKSTATION SPECIFICATIONS for enQuestaTm 6.0 Client Attribute System Configuration Minimum Specification Laptop or Desktop Recommended Specification Laptop or Desktop Operating System Windows 7 or 8.1 Windows 10 Processor 6th Generation (or later) Intel® CoreT" i5 6th Generation (or later) Intel® Core TM i7 RAM 8+GB 16+GB Screen Resolution 1366 x 768 or higher True 4k Resolution 3840 x 2160 Hard Disk Minimum of 100 MB free space Solid State Drive with 1GB free space LAN Speed 100 Mbps 1,000 Mbps Browser IE11 IE11 PDF Viewer Acrobat Reader (latest version at time of installation) Acrobat Reader (latest version at time of installation) Property of Systems & Software, Inc. Confidential 131 enQuesta-New Feature List APPENDIX B — TECHNOLOGY STACK for enQuestaTm 6.0 Y Systems a Software enQuesta Operation System • Red Hat 7.x Java • Java 8 from IBM or Oracle Cobol • Visual Cobol 3.x Oracle • Oracle 12 Application Server • JBoss WildFly 10.1.0 or EAP 7.0.0Java EE 7 certified, Tomcat 8.xfor hosting Document Engine • Java EE7- Major application components upgrade. Jump from EE1.4 ( skipping Java EE 5.0 and EE 6.0 ) o IPA 2.1,1TA 1.2, EJB 3.2 etc. o Migratingfrom Seam to CDI 1.1 o Servlet 3.1, EL 3.0, JSF 2.2—choosing implementation o JMS2.0- Active MQ Technology o Etc. • Along with significant changes to the platform, a lot of new functionality has been added. • Ability to publish interfaces and consume services with support of latest industry standards (APIs and protocols), e.g. SOAP 1.2, REST+ ISO etc. • Removing dependency on third party libraries • Winfast replacement with server side implementation based on Full Browser WebSockets design • New customizable, searchable enQuesta Menu • Security, Single Sign On(SSO) and LDAP Security • enQuesta to accept and authenticate credentials against Microsoft Active Directory or any LDAP service. • Application Clustering makes enQuesta a true enterprise -class Application Clustering application. Fail -over, load -balancing and distributed deployment features will make enQuesta scalable and robust application. Business Process • Powerful, integrated business process, business event, and business Management (BPM) decision management. Business experts and application developers to model, automate, measure, and improve their critical processes and policies. 132 Property of Systems and Software Inc. enQuesta-New Feature List Systems a Software D• Engine/Designer • Red Hat 7.x Operation System Windows Server2016 Java • Java 8 from IBM or Oracle Application Server • Tomcat8.x Systemerver2016 Elasticsearch Java Fe7RedHatOperation IBM or Oracle Server . GA version LDAP (optional) • Red Hat 7.x Operation System • Windows Server2016 Java • Java 8 from IBM or Oracle Server . Apache DS 2.0 enQuesta 6.x on Windows Operation System • Windows Server2016 Java • Java 8 from Oracle Application Server • JBoss WildFly 10.1.0 or EAP 7.0.0Java EE 7 certified Prerequisites • enQuesta 6.0, without home directory dependency • Cobol on Windows • Revisit C library o RTS Tasks o Scripts o Etc. • Shell scripts (Cygwin may help) • JBoss/Tomcat on Windows, scripts, tune up. Property of Systems & Software, Inc. Confidential 133 enQuesta'"New Feature List Systems a Software WindowsenQuesta 6.x on Operation System • Windows Server2016 Java • Java 8 from Oracle Application Server . Moss WildFly 10.1.0 or EAP 7.0.0 Java EE 7 certified Prerequisites • enQuesta 6.x • SQL Server migration from Oracle o Schemas, Tables etc. o Stored procedure/functionmigrationproofofconcept - call them from enQuesta Tasks o Oracle Stored procedure cleanup o Stored procedure/function migration • Java/Cobol code change • Embedded SQL migration to Standard ANSI o ENQSYSTEM.ENQSQLtable o Java/Cobolcode 134 Property of Systems and Software Inc. ATTACHMENT C City of Santa Ana Municipal Utility Services Santa Ana, CA M Link enQuesta Link Mobile Proposal November 21, 2019 Systems & Software Table of Contents Engagement Summary .......................... VenQuestr-E Link Mobile Devices CIS. Mobile Server enQuesta enQuesta-Link Modules........................................................................... enQuesta-Link Features.......................................................................... enQuesta-Link Benefits........................................................................... enQuesta-Link Functionality/Integration - Detailed Pricing..... enQuesta-Link Hardware & Connectivity ......................................... DetailedPricing.......................................................................................... Paymentschedule.................................................................................... ATTACHMENTA........................................................................................ ATTACHMENTB......................................................................................... 1 ......... I lu ......................................... 20 ............................................... 24 Error! Bookmark not defined. Error! Bookmark not defined. .. Error! Bookmark not defined. 9 ENGAGEMENT SUMMARY V'enQuestaLink enQuesta-Link provides Mobile Service Order functionality that delivers real-time integration with the enQuesta CIS workflow engine - establishing a link between the office and field workers at a competitive price point. Systems & Software, Inc. (S&S) provides this product in partnership with West Coast Labour Systems ❑ Fully integrated with enQuesta CIS functionality ❑ Works in a wireless connected or disconnected mode ❑ Offering for Dispatch, as well as Field Technician workflows ❑ Multiple Device Support (Droid, Windows) / Robust mobile functionality ❑ Integrated partnership leverages WCLS mobility roadmap & expertise ❑ Scalable solution for enterprise mobility requirements enQuesta Version Requirements REQUIRED VERSION: enQuesta v4.5 le i i u e s'L Link Mobile Devices Mobile Server b. "w- el-I QUe Santa Ana enQuesta Link Mobile Proposal Page 1 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 ENQUESTA-LINK MODULES The proposed enQuesta-Link solution delivers the core functionality described in this proposal. enQuesta-Link is also offering powerful modules to enable utilities to take advantage of the specific tools they require as part of their workforce management solution. These modules can be incorporated in any combination as part of a seamless workforce management solution: • Appointment Booking o Automatic Vehicle Location (AVL) o Street Level Routing n Reports n Auto Dispatching and Recommendations n Meter Reading n Inventory tracking o Location based view of crews, workers, assets and work a Real time monitoring n Geo-fencing and Alerts 11 Geocoding o Configurable subscriptions to events n Support for Android, Windows, and iOS devices o Work Proximity Alerts o GIS Overlays Please note: All references belo�N to `euQuestal-ink' refer to the Dispatch:Mobilc producb supplied by Nest Coast Labour S%sterns -- �Oich have been integrated with enQuesta CIS. Santa Ana enQuesta Link Mobile Proposal Page 2 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 ENQUESTA-LINK FEATURES Order Creation Work orders are created in enQuesta CIS and sent to EnQuesta-Link for dispatching. If there is no host system, or if the host system is down, dispatchers can create work orders directly in enQuesta-Link. Field technicians can also create new orders in the field. Order Assignment Dispatchers have an excellent overview of both the service orders and the mobile resources available within their area of responsibility. Dispatchers can easily assign work to the most suitable technician based on geographic area, skill, equipment and available time. Automatic Dispatch enQuesta-Link can automatically assign service orders to technicians based on the work order type, job code, geographic area, skill, equipment and available time. Thus, dispatchers can focus their attention on exceptions and emergency situations. AVL (optional) enQuesta-Link can track vehicles and workers in real time. Closest vehicle to an orders or asset can quickly be determined. enQuesta-Link continuously monitors and records this information. This allows dispatchers the ability to address issues as they occur. Vehicle telemetry such as idle times, excessive speeding, rapid acceleration and deceleration are all supported. Excessive Engine Speed (RPM) Vehicle Speed Events Vehicle Battery Voltage (Low Battery Warning) Check Engine Light (MIL Alert) Trip Odometer Reporting Idle Time Reporting Low Fuel Alert Rapid Acceleration Sudden Deceleration (Harsh Braking) Motion Detection IGNITIONOFF Configuration 10 Santa Ana enQuesta Link Mobile Proposal Page 3 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 Configurable Order Assignment Parameters enQuesta-Link provides utilities with configurable order assignment parameters. As a utility's needs change, it can quickly and easily modify the parameters that impact work order assignment. Real -Time Status Dispatchers can review the status of a service order or a technician anytime. Host Interface enQuesta-Link can accommodate a variety of host interfaces in addition to enQuesta CIS and can support multiple back -end systems simultaneously. System Administration Customer organizations can create and manage areas, skills, vehicles, mobile workers and dispatchers. Management Reports enQuesta-Link captures the time stamps for all significant system events. This information can be used to create standard reports that can be included in the system. In addition, the utility can create its own reports using third -party reporting tools, such as Jasper Reports. Sophisticated Filters The system includes comprehensive filters that can be applied to all views, including service orders and technicians. Thus, dispatchers can focus their attention on the most relevant areas, order types, dates, etc. With enQuesta- Link 5.3 results are returned in real time as the user interacts with the system. Push Technology enQuesta-Link automatically pushes new work orders, configuration data and optionally new software versions to the mobile clients. Multiple Companies and Business UnitsF enQuesta-Link supports multiple companies and business units operating on the same server. The order types and other configuration data can be uniquely defined for each entity. Off -Line / On -Line Capabilities A major challenge for any system is the ability to handle situations where the remote user is not in contact with the server. enQuesta-Link includes support for mobile workers who are: n Within wireless coverage o Temporarily outside wireless coverage n Not equipped with wireless capability Santa Ana enQuesta Link Mobile Proposal Page 4 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 Appointment Booking enQuesta-Link supports an appointment -booking interface. This feature allows the user to check for the availability of the appropriate resources and book an appointment for the customer. This ensures that utilities can commit to appointments with their customers with the confidence that the commitment can be made. If the requested appointment is not available, enQuesta-Link provides the userwith alternative appointment times and dates. Auto Assign and Route enQuesta-Link provides a faster, more direct way to assign, dispatch, and route orders to FSRs than performing these tasks through the Dispatch screen. It displays the Auto Assign/Route Parameters dialog box, which lets you create one or more order filters and/or select from among previously saved filters. A single button -click runs each filter in turn, generating a list of orders that meet your dispatch criteria. Then it assigns or dispatches them to suitable FSRs and routes them for each FSR. Auto-Assign/Route saves time otherwise spent paging though the order list to locate and dispatch the desired orders, and then provides street -level routing to each FSR, one at a time. This option can also be set up as a system task that is scheduled to run automatically at designated times. Grouped Orders enQuesta-Link can group work orders for the same location using a user - defined field, such as account number, ZIP code, phone number, etc., to determine that orders are for the same premises. enQuesta-Link can park low -priority orders in the dispatch queue until a higher -priority order is received for the same location. The system will automatically un-park the order and groups it with the higher priority order for dispatch to a single worker. User -definable due dates can be assigned to parked orders. Dispatchers can be notified as parked orders approach their expiration. Dispatchers can manually dispatch parked orders if filler work is required to maximize a worker's available time. If the order is not completed, the order is returned to the dispatch queue and re -parked. Project Orders enQuesta-Link can bundle work orders, grouping them in parent/child relationships or by project. A project number is assigned to the group of orders and all orders in the group must be completed or cancelled before the project order is marked as completed. Dispatchers and managers can view and track the status/progress of individual jobs within the project order. Santa Ana enQuesta Link Mobile Proposal Page 5 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 File Attachments File attachments are files such as schematics, instructions for completion of a particular task or digital pictures that can be attached to a work order. At sign off, field workers are prompted to transmit all file attachments that provide completion data for their work orders. If the field worker chooses not to transmit the completion data, the files will be stored on the mobile device until they do so. GIS Overlays Esri-based asset information can within the enQuesta-Link Dispatching client. Reading and Programming of Itron Endpoints (optional) GPS enQuesta-Link can be deployed utilizing Itron FC200, FC300 and Belt Clip Radio hardware. enQuesta-Link can be used as an automated meter reading (AMR) system deployment tool that provides quick, precise and hassle -free operation with the highest accuracy possible during and after your ERT implementation. Realize significant capital savings by utilizing the same handheld for both field service and AMR deployment work order types. enQuesta-Link's GPS module gives the dispatcher near real-time information on the current location of a field technician. Without this option, the worker's location is shown on the map at his or her last known on -site address. The dispatcher or the field technician can send or request GPS coordinates on demand. The GPS data includes latitude and longitude coordinates, and a date and time stamp. If the dispatcher requests GPS information for a field Santa Ana enQuesta Link Mobile Proposal Page 6 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 technician who is off-line, the system will inform the dispatcher that the information is un-available and the technician's status will be updated. GPS Tracking enQuesta-Link supports both historical and real time GPS tracking of field workers. All worker activity is geo-coded and time stamped. GPS tracks are recorded for each technician and stored for later playback and review. This information is recorded on the mobile device and moved to the server when the device is within coverage. The archive of GPS tracks is maintained on the server and searchable by date and field technician. Both field technician events and system event are integrated with the track information. The raw GPS tracks data includes hardware events such as low battery, low memory and worker generated events. All information is geo-coded and time stamped. Access to the information can be restricted to managerial level employees. The GPS track can be exported to excel for further analysis and report generation. w iU. +IF Santa Ana enQuesta Link Mobile Proposal Page 7 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 Idle Time (Mlnvtts) Orders by Work Area Work order distribution can display both graphically and filtered. This information can be used to analyze distribution of work force, area configuration and order prioritization. Santa Ana enQuesta Link Mobile Proposal Page 8 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 Reporting Integrating reporting allow for generation of utility -specific standard reports within the product. AQUA FSR Tlmesheet Data e.d 4127112 s u PM Dalettan�. 04/26/2012 to 0412612012 FSR: 1144 WH: 259 (259) Ode Odra Nnmlmr lneouln It... 01.0. Time [ompblbn Time 04rz&2012 &W2364 072702AM 024621 MI W1025Mt 6515182 W1932 AM W55.19AM W3118M1 =1147 W31 MAM M4113M W4556Mt 0146960 M49M M town" 1001nm ($NM45 160128AM 102548AM I11)(I B3151& 12M 12 PM 121850 Pb 1224MMI =IW? 1224 W PM 1246W PM 125248PM M31MI 125T50 PM 01 IMWPM 012521 PM 031100 014424 PM WA7 It P61 025115P81 (tM"62 M30WPM 035215PM D12943PM M/2612012 FSR 1144 04/26/2012 to W/2612012 Geo-fencing Mb[o0e l ravel llnm C q&lb0 lime T.Ml Mw CKRDS 0019. 19 WMW W5223 COD S 003547 W W W 01.1150 CMD-S MMU MM43 W 1421 TOFFS W1128 WW54 W1822 MCNOS 00 to 20 WM19 W5239 CODS 00042 WWW W 15 12 COD M21M 000,510 W28W MM's W 29W W W25 W 3225 CMD-5 01 W42 WO4.W 01051 CODS 002,45 W3728 WW13 Total,: 20 0159:44 01:54:46 0631:b T9W1,: 10 0156,44 02MA6 06:51M enQUesta-Link 5.3 allows for the creation geo-fences. A geo-fence is a virtual perimeter for a real world geographic area. It allows dispatchers to draw zones around places of work. Geo-fencing can be utilized for a variety of purposes. Events can be triggered when geo-fence perimeters are entered into or exited from. y„ -�- L�6Y/O,aIxF+ 4 �— 1 $ .a Emrvyxaw.m.um: 'N ne :. Ce.Oetye+txR �s.•e�x.. �- 7aJ �4a Wm=��a�• � uwum�,a � �Im�v Paey ,:rnMn a muv �,.wnwEem.:rz-� k Santa Ana enQuesta Link Mobile Proposal Page 9 of 31 Proprietary and Confidential to Systems & Software, Inc. 11/21/19 Lasso Selection Lassoing of orders and FSR allows for quick selection of orders in close proximity. ._. P¢ E ¢ r.I. Lore tl, r.,a rve) S nm pn T— mr. Hea IWO, fRl S 59Y! I) .R "" }Pe TNUUYaV¶ 5 Hl1R $q C ] 0 5. 99I . S W 13 FM =I 5 99} rl HIIR } IiL i i U(511) IIIWIR 992 2 2 QV - C S. 992 ']. FW }111 t $. 11. FM 2011 1. IS]tbl JI1112 CO..-$O[III C. 160MO S 9% II '" TJII 1-. 1 ]33 M 1 } CW G S [III C I]O'IN PI. 009 5 5992. II- ;AR Wi }01 15l W MI1112. CW etllgl 5 OIIC. 1}Sti&$X PA_ 009 YN04f IaEM9 . V I , FV , �QMONe �'Ga e:f ✓1}>(lr.>I lu:cmplBY I:i1wJWn[.1 �i4s...ne✓Q�� JQ «/YI — � f9 L' u'�wax pnsxe¢ � 1�.11 $elefl!0p31n UeIA.t O!NIWWEpM) _. ptlYMM)SMA/001M6tYC01Wn .. C9 NJFrMA1EUgfkEpMf Q Lti 2ss.�nce GnMry OMr TyR! _b]OniL ® �- �_ � JWCaMi �4an Q CMG-t CM 6 I - -JJ�� ✓service _- Event Subscriptions All events in enQuesta-Link 5.3 are broadcast immediately when information changes within the system. As status changes, within enQuesta-Link, events are pushed out to the field workers and dispatchers. Dispatchers can subscribe to events to trigger further actions automatically. Five actions are currently available: ❑ Configurable popup dialogs ❑ On screen notifications ❑ External e-mail generation ❑ Events written to in the enQuesta-Link event log ❑ Internal enQuesta-Link mail messages generation Santa Ana enQuesta Link Mobile Proposal Page 10 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 .._..---- Multiple Monitor and View support Two or more monitors can display different business unit or different views within a single business unit Santa Ana enQuesta Link Mobile Proposal Page 11 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 Easy Configuration of Order and FSR Summary Tables Both the Order and FSR tables are completely configurable for each dispatcher. E]i #n I[P. Reoa�ts n.YP n _ IIInOb LYsltl Oab E91 [na 90 ipe Po _ ALt IA v2E &YSc ][ 1 619 M40]IIf - YLL P _., a P4 EZr„{ i9 Bw! J IW�nCer 1P/EEI:SALE!.I PA !902C P ' C.vr °a^ J u�m om Coe J P011lT i:[]5Gt0 � iI(. Cols J NJn PA 19020 J his 0. 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CLR J :• Assignment and Routing The assignment engine is geographically aware and produces tightly clustered work that honors the dispatch priorities. The assignment engine allows absolute control of work dispatched by allowing the dispatcher to set any number of prioritized order filters. The assignment and routing job can be scheduled or run at the dispatcher's discretion. In addition to the prioritized order filters, the dispatcher can control the assignment by specifying a set of workers. A number of automatic processes are available to the dispatcher depending on the desired result, and the current state of the workforce. Work can be returned for a sick worker using a filter, and lower prioritized work can be returned from the existing work force. The assignment and routing job can be utilized to again rebalance the work and produce an optimized assignment based on the current day's priorities without the dispatcher handling individual orders. Santa Ana enQuesta Link Mobile Proposal Page 12 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 t�40 G. iW �( Map -based Dispatching enQuesta-Link's map -based dispatching module enables dispatchers to open a map window to view work orders and field technicians' locations. The dispatcher can use configurable filters to turn information tags on or off. Information tags display data such as field technician names and addresses, order data and other summary information. Dispatchers can select single or multiple orders and use drag -and -drop mouse functions to assign them to a worker. Other filters and dispatch options such as recommend, re -assign and dispatch are also available. A dispatcher can select an order or a field technician and request the information be shown on the map. The map view will be updated with the desired order and the field technician's location is displayed in the center of the window. E- mail interface Dispatchers can send electronic work orders to field workers and send messages to pagers to inform workers of new orders. Users can define the types of orders and/or conditions for which pages should be sent. These include all emergency orders, any order to an offline worker, modified or cancelled orders for an offline worker, etc. Santa Ana enQuesta Link Mobile Proposal Page 13 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 Street Level Routing enQuesta-Link can pre-sort a field worker's orders based on user -definable criteria such as order priority (appointments, emergencies, etc.), minimized travel time or desired starting or ending points. If new orders are added to a field worker's list after the initial orders have been routed, an indicator is displayed to advise the dispatcher and worker that the list is no longer optimized. The dispatcher or field worker can request that orders be re-routed with a new starting and/or end point. The dispatcher can elect to display a worker's route on the map window. Multiple workers' routes are differentiated by color. With Street Level Routing, a field technician can request directions to any specified work order, pre -defined location or customer address. In addition, if a technician is moved from his or her assigned route to cover an emergency, enQuesta-Link can re-route work orders based on the new location. Field technicians can also request that orders be routed with specified start and end points so that they begin and end their shift near their homes, service yard or dispatch center. Export to Excel enQuesta-Link allows orders to be easily exported to Excel. ACCOUNT NAME ACCOUNT TYPE ADDL INVENTORY TYPE ADDL wORK_REO ADDRESS ADDRESS —CHECKED AMOUNT_PA.ST_DUE APPUANCE_CODE 1 APPLWICE_CODE 2 APPLIANCE CODE 3 APPOINTMENT_ TYPE SPPT. TIME =;PPT_END _IAILLIS ---9 :alumn Count6 ACCOUNT_ NUMBER JOB CODE 1 STREET_NAME 0_PART_SUPP_TX _ CUSTOMER NAME ORDER_NUllBER Lj l�l Cancel li OK Santa Ana enQuesta Link Mobile Proposal Page 14 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 Safety Check Dispatchers or FSRs can initiate safety check timers to signal an alert if the FSR has not reported back within the specified time period. Start Safety Cluck for whatlk(Whiole,Kris) Duration 'i 15� Message I Going into the tunnel. start Cancel Crew Support enQuesta-Link 5.3 supports multiple FSRs working within a crew. Java/.Net/Windows Mobile/Android/iOS Mobile Clients The EnQuesta-Link system allows total flexibility when deploying in the field. By offering Windows Mobile, Android, and Windows Desktop support, we cover the full range of device form factors and technologies. Whether it is smart phones, rugged handheld computers, tablets, laptops, or a mixture of devices, customers can choose what makes sense to efficiently power their workforce. Santa Ana enQuesta Link Mobile Proposal Page 15 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 Mobile Printing enQuesta-Link 5.3 adds the ability to print mobile screens and receipts from the mobile workflow. Unique receipts can be printed on watermarked paper to ensure authenticity. =J Mobile Mapping Mobile Mapping is a new feature in enQuesta-Link 5.3. This allows the field worker to see where his work orders are as well as see his route. The ability to view the map while offline or out of coverage ensures that there are no encumbrances to productivity. Windows f'ai--� Aservice•link V — mz amrwa -.t c coin-�c- m:.no,...3ae caw c 9 ]F- yy f. ¢ G � r to � Santa Ana enQuesta Link Mobile Proposal Page 16 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 c1/1 Map View y\XONF L�145K g NGTM PAPkMAY WA W I 41mV1O 3lSS0f OMONNFC IFi Sl ' � \�WLL1II1sJAbX• itb XG¢i$FIELO [IP M3-Ip4PAPP 3 amwo ± C 9 0500113u5 cal![,WUtdi. - �WPDiMCY521R10GE1AIROgVf N31P1 VnEaleE 3013.O11O ENRWIE fY � •�• a.mm , uw�.ua, all w .v� xr »ry � q menuna � 3 � Iiumxm+a R � <33001135R CoOtt11M N[AIYI,t t]IJ!EEGFV.M11:iinU'U\!vii9uE ' 4 9 nwn� Map V,e41 CrOt.KIIL 191N •j 4 M-713 W 19@t f% Eloutlan $r4�d r 'YE]I E ill. 131]] 4 0333]E-7IIIU 4 O190tE19II a4x` 4 00 Q� vn=,ovm vlv � o, i �+ O:614HA.. 191N � Fj'�/S��JIj�r 4 EGC59EU 191J r L_ Q VfY1BE ii 19t}1 J 4 CS]CB pF% 191N v 4 omee,EA 191 ]i � � L I:es Santa Ana enQuesta Link Mobile Proposal Page 17 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 ENQUESTA-LINK BENEFITS Configurable Order Views and Workflow enQuesta-Link is available with a powerful configuration tool, Workflow Studio[] which allows the customer organization to define and modify order types, completion details and workflows. The new or modified configuration can be deployed real-time without interruption to the production system. Workflow Management enQuesta-Link's XML-based order type definition includes support for decision tree style workflow management in the mobile client. This greatly simplifies the user interface, shortens the learning curve and reduces the risk for errors. Internet Architecture The familiar browser interface minimizes the training requirements and improves user acceptance. From a technical viewpoint, users of the system can be located anywhere in the world. Increased Productivity Technicians can handle more work orders per day and dispatchers can manage more technicians and orders. Improved Customer Service Thanks to the timely and accurate information, a utility's customers can be serviced more quickly and more efficiently. Santa Ana enQuesta Link Mobile Proposal Page 18 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 Reduced Operating Costs A better utilization of personnel, vehicles and equipment will result in lower overall operating costs. Reduced Paperwork The use of electronic media eliminates most of the costly paperwork. job completion reports are validated for accuracy and completeness directly in the field. There is no need to re-enter field data into multiple computer systems. Streamlined Work Order Process The management and control of work orders are dramatically enhanced. Real -Time Information In a wireless environment, same -day orders can be transmitted to the field in real-time. Likewise, work -order updates and completion reports are sent to the dispatch office as they occur throughout the day. Santa Ana enQuesta Link Mobile Proposal Page 19 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 ENQUES TA -LINK FUNCTIONALITY/INTEGRATION —DETAILED PRICING enQuesta Work Order Creation The enQuesta work order system allows certain work order types to be configured as interfaces to enQuestaLink. Any such work order type can be scheduled, dispatched, and worked using the enQuestaLink Dispatch Manager and sent to mobile devices to be worked by the field technician. enQuestaLink Work Order Creation enQuestaLink allows work orders to be created in the field. These work orders are limited to work needed at the same premise address. Work Order Types / Job Codes (The scope of work order types / Job codes includes:) Meter Investigations (Single Service) Meter Installs (Single Service) Meter Exchanges (Single Service) Meter Removals (Single Service) Meter Test (Single Service) Move In (Multi -Service) Move Out (Multi -Service) Turn-On's (Multi -Service) Turn -Offs (Multi -Service) Work Order Scripting — There are 5 data elements currently available to captured via scripting upon creation of a new work order. These 5 data elements will be passed to the mobile device and displayed for the field user. Completion of work in the field will not utilize scripting but workers will be able to enter notes in the field that will be passed back to enQuesta via Diary Notepad. Scheduling All automated scheduling of work orders and resource leveling will be done in enQuestaLink. All worker assignment of enQuestaLink work orders will be done in enQuestaLink. All worker assignment of non-enQuestaLink work orders will be done in enQuesta CIS by using the default worker assignment. GIS Coordinates GIS Coordinates can be captured in enQuestaLink and sent to enQuesta CIS during work order completion. If enQuestaLink sends meter or premise GIS coordinates at completion, in the appropriate corresponding fields, enQuesta CIS will update the account data with provided GIS coordinates. Santa Ana enQuesta Link Mobile Proposal Page 20 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 and Time enQuesta CIS work order types can be configured for appointment booking or default to an all -day appointment window during the CSR workflow. Details include: ❑ The system allows the user to pop-up a list of schedule dates and times in enQuesta CIS at work order entry ❑ After the requested schedule date is entered in to the enQuesta CIS work order screen, the user is able to search for a specific window ❑ The user is able to select an available date and time frame from the available list ❑ The user is able to enter a new date and view a refreshed list of available appointments ❑ The user is able to force -book an appointment from a list of pre -defined time -frames ❑ enQuesta CIS provides the user with a range of dates based upon the initial entered schedule date on the enQuesta work order ❑ Resulting search windows are displayed for the window type specified ❑ enQuesta CIS configuration defines the window type by enQuesta work order type System Process Generated Work Orders enQuesta CIS has the ability to generate a batch of work orders based on a specific process. Any work generated by system processes can have a pre -loaded schedule date that will be sent to enQuestaLink. # of Services For work orders that contain multiple services, enQuesta CIS will create one work order that will contain all services in enQuestaLink. Max of 6 services — up to 3 registers. Priority Codes enQuestaLink can define a priority for a job code. Any order created with that job code inherits that priority. This is configuration in enQuestaLink. Definitions of priorities for each work order type will be determined in the mapping session for a customer implementation. Santa Ana enQuesta Link Mobile Proposal Page 21 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 are defined in enQuestaLink based on job code priority. The priority is marked as emergency. New Work Orders from enQuestaLink A field worker can choose the "Duplicate" function in enQuestaLink. They would then enter the new job code, if needed. The order can then be returned to Dispatch or worked immediately while onsite. Host Inquiry (On -Demand Account Information Requests via Mobile Device) Connected mode is assumed for this Host Inquiry functionality. The following inquiries are supported. If the field technician is not connected, this functionality is temporarily disabled until the user re -connects: Consumption History ❑ The `N' number of months of consumption history will be kept in an enQuesta CIS configuration table. Work Order History ❑ enQuestaLink may request the Premise Work Order history for a particular Work Order. The last "N" Work Orders for the associated premise will be obtained in enQuesta CIS. ❑ enQuesta CIS will filter the work orders to only include Service, Meter, and Valve Work Orders (All "Customer Service" Work Orders will be ignored). ❑ The "N" number of work orders will be kept in an enQuesta CIS configuration table. Payment History ❑ enQuestaLink may request the payment history information for a particular account. When this request is made, enQuesta CIS obtains the billing account from the Work Order and sends enQuestaLink the payment history for "N" number of months from the current date. ❑ The `N' number of months of payment history will be kept in an enQuesta CIS configuration table. Credit Information ❑ enQuestaLink may request the credit information for a particular account. When this request is made, enQuesta CIS obtains the billing account from the Work Order and sends enQuestaLink the account credit information. Santa Ana enQuesta Link Mobile Proposal Page 22 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 ❑ Credit Information Available: Deposit Amount, Pending Deposits, Current Balance, Past Due Balance, Aged Balance, Installments Due, Installments Past Due, Promise to Pay Amount, Number of Bad Checks, Cash Only Flag, Amount being shut off for, Budget Amount, Budget Past Due Balance, Today's Charges, Today's Balance, Landlord enQuesta reporting will be available for all mobile work order types via Cognos. Additionally, enQuesta-Link provides an additional, proprietary reporting tool for data that is specific to the enQuesta-Link server that is not available within the enQuesta reports catalog. Add Note aO "" enQuesta CIS provides the ability for enQuestaLink to add individual diary notes to the open enQuesta CIS work order without having to complete the work order. Discomiected Notification When enQuesta makes a request to enQuestaLink to change or void a Work Order, and the Work Order is being worked on a disconnected unit, a notification shall be sent to the dispatcher in enQuestaLink. This may result in the change or void the Work Order in enQuesta CIS. Santa Ana enQuesta Link Mobile Proposal Page 23 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 ENQUESTA-LINK HARDWARE & CONNECTIVITY Server- SEE ATTACHMENT A ❑ enQuesta-Link will require two servers. This cost has been included in the hosting agreement and pricing for the v6 upgrade. Client Device ❑ enQuesta-Link may be deployed on a variety of Tablets, Laptops, and Handheld devices, included but not limited to, Android, iOS and Windows 7 platforms (SANTA ANA will be responsible for procuring client devices - not included within proposed pricing). - S&S recommends Android devices, such as the Nexus 7 tablet (approximate cost is $300) or other ruggedized Android devices (approximate cost $1,200) for field deployment. - Hardware Support will not be provided through S&S or WCLS. Network Connectivity ❑ SANTA ANA is responsible for providing the necessary infrastructure, including wireless network connectivity if desired, in accordance with SANTA ANA accepted network standards for response time and uptime requirements. n The exchange of real-time information from enQueStaTM to mobile field units and back to enQuesta'"' is dependent upon a reliable wireless network infrastructure. A few connectivity options include: o Wireless WAN — (all major cellular carriers provide such services in different formats such as GPRS, GSM) �'tP/_11 o Wireless LAN Santa Ana enQuesta Link Mobile Proposal Page 24 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 ATTACHMENT A I1 Item Description Qty Pfice Enfora: RTT 2211-004TD01 Spider MT Device, OBDII Connector, TBD $160 per 29-16V, accelerometer, micro USB, IXRTTversion with back-up Battery for North America Santa Ana enQuesta Link Mobile Proposal Page 25 of 31 Proprietary and Confidential to Systems & Software, Inc. 08/31/19 ATTACHMENT D SysSystems & Software, Inc. & Sotems ftware enQuesta 6 Santa Ana Municipal Utility Services Statement of Work for enQuesta v6 — Capricorn Upgrade November 21, 2019 Confidential Material Enclosed - This document includes information that Systems & Software, Inc. (S&S) considers to be confidential, trade secrets, and proprietary information- Unless as required by law, it shall not be disclosed outside Santa Ana Municipal Utility Services for purposes of this provision, shall include any consultants assisting SNA. EXECUTIVE SUMMARY As technology continues to advance and business -to -consumer interaction moves increasingly online, modern consumers are more demanding than ever when it comes to the way they interact with their service providers. Increasingly, customers will determine their overall happiness with service providers not only in the service they receive, but in the provider's ability to provide information and assistance on the customer's terms. In order to continue to offer excellence in customer service, utilities need to rise to meet this new demand for a modern, functional, online portal for their customers. To meet The Customer's needs, S&S is proposing our Capricorn Customer Self -Service product, the Smart Forms module for customer request automation, and several ancillary modules, like our Outage Management integration. The overall solution will provide Customers with a best -in -class customer care experience through a market - proven solution. First and foremost is the modern design of the solution, presenting your customers with an intuitive and attractive portal that functions fully on both the Web and mobile devices. But behind the scenes, the solution's seamless integration to ancillary systems and available customization with help ensure Customers receives a product that's more than capable of meeting your business cases for upgrading your portal. Capricon.J.". for enQuesta Several years ago S&S began to search for the next logical step in Web Self Service, beyond our existing product, WebConnect. Through that search we found SilverBlaze and their industry -leading Capricorn product. After building an extremely tight integration over the following years, we are excited to be able to offer this modern solution to our customers, and have seen significant adoption in a short amount of time. Why Choose S&S? Your Goals and Objectives. Customers will find no better partner for delivering a superior self-service experience for your customers. Through integration with enQuesta, Capricorn will provide for all your requested functionality and will work fully for your customers anywhere, anytime and on any device. Below we have listed your stated objects to show how Capricorn will help you reach your goals. r. GOALS & OBJECTIVES Current & Historical Through our integration with enQuesta, Capricorn can display your O Online Bill Presentment customers exact bills, both for the current cycle and historical bills. Rexible Payment Options Through real-time integration to enQuesta and your payment pro - with Real -Time Integration vider, Capricorn offers a secure portal for all your desired payment options. O Two years of history with Capricorn's feature -rich consumption screenswilldisplaytwoyears graphing, comparison in both graphical and textual formats. Comparison and download O & download capability features arestandard. Granular Usage Data When integrated with your AMI solution, granular usage data is O and Comparison Tools just a click away. Comparison abilities are also available for your customers. Notification Preferences Capricorn will take full use of enQuesta's notification engine, O Management so your customers can decide how they receive Unitil's communication. Automated Requests The included Smart Forms module provides for a host Of automatedfea- tures, like starting service, online service requests and more. Report Power Outages Capricorn's OMS Web Extensions module will provide deep integration O and Receive Updates into your OMS. This includes outage notifications, outage reporting forms and outage mapping capabilities Expertise. S&S has a history of project success when implementing Capricorn and integrating it to enQuesta, but beyond that we also have a strong existing relationship with the Customers team. Through the transition to Support after The Customers Go - Live on enQuesta, we've mutually developed significant deployment and support rules that help us both best manage The Customers solution under your very specific business and auditing requirements. In utilizing Capricorn, Customers would be able to continue to leverage the work both our organizations have done in this regard. With a best -in -class offering, a value -driven price point and the existing close relationship between S&S and Customers, Capricorn is by far the most attractive solution for The Customers next step in customer self-service offerings. Additional Information As requested, S&S makes the following statements. S&S provides CIS and installation services for enQuesta as our primary organizational focus. For competing products, we do also offer the WebConnect self-service portal, which is being replaced at Customers. S&S has no pending litigation and no bankruptcy or insolvency proceedings in the last ten years. S&S has had no contract terminations of similar services prior to fulfillment in the last five years. Neither S&S nor any individual who will perform the work has any conflict of interest. a COMPANY BACKGROUND Since our inception in 1973, it has been our mission to provide best -in -class customer information systems (CIS), related systems such as Customer Self -Service (CSS), and various services to investor -owned and municipal utilities. The enQuesta and Capricorn success proposition is based on a proven technology platform that delivers superior usability, configurability, and scalability along with low total cost of ownership. Our solutions have empowered our customers to provide exceptional service to numerous residential and commercial accounts by allowing them to better serve themselves. In 2007, Harris Computer Systems acquired S&S. S&S, a wholly -owned subsidiary of Harris, which is in turn a subsidiary of Constellation Software, operates as an independent corporate entity of Harris. S&S continues to enhance, expand, and support all of our products. As a result of this acquisition, S&S is able to leverage the combined resources and economies of scale which result in greater overall benefits for the investments made in our products and services. It is our people that make us successful. Our culture is one that balances experience with innovation allowing us to put the customer first. Our main focus is in building and expanding our customer base — sustaining partnerships that exist today and those we intend to develop for years to come. We will help you protect and grow your enQuesta investment through the inclusion of Capricorn to your suite of S&S offerings. S&S is nimble enough to quickly provide answers, allow easy access to all levels within our organization, and develop long-term meaningful relationships that make the difference between being just another "vendor' and becoming a trusted partner. As a learning culture we continuously refine our implementation approach and pass this knowledge on within our organization. S&S' proven methodology is based on using repeatable processes to increase efficiencies, increase productivity, and mitigate risks, and this methodology holds true for self-service portal installations. For 40 years, our knowledgeable and experienced staff has continuously delivered a proven solution, resulting in successful, long-lasting partnerships. We have called out several references for Capricorn as we believe their experiences will be the most similar to yours. We invite you to contact any of our references and discuss how Capricorn has brought improvement to their overall customer service levels. S&S Offices & Offerings S&S is based out of Winooski, VT, and the majority of our 90+ employees work out of that office. For the Capricorn CSS solution, Customers would continue to receive support from S&S employees out of our Winooski office, utilizing the same support guidelines and practices that our organizations have agreed upon. S&S currently has 30 5 customers utilizing a CSS solution with enQuesta (WebConnect & Capricorn), and more details on that breakdown are in the next section of this response. COMPANY QUALIFICATIONS The S&S journey into the Customer Self -Service space began over ten years ago, when our Product Management team identified the need for self-service options as a major driver for change in the market going forward. This led us to adopt the WebConnect solution for enQuesta and position us as a leader in the CIS market in our ability to best facilitate the end customer's positive utility experience. Over the next several years, we invested considerable time and resources into strengthening the integration between the two systems and enhancing the functional capabilities of our overall offering. The result was a resounding success for S&S and our customers, as within a decade we had adoption of our CSS offering by 90% of our customer base. This not only provided S&S the ability to reinvest significant revenue into our CSS solution, but more importantly is gave us more than 30 opportunities to implement the solution and integrate it with enQuesta. This provided us with the ability to create a successful, iterative implementation methodology for both the CSS and the integration, and it's this knowledge that we would leverage to ensure project success with Customers. Several years ago, S&S began to search for the next logical step in Web Self Service, beyond our existing product, WebConnect. Through that search we found SilverBlaze and their industry -leading Capricorn product. After building an extremely tight integration over the following years, we are excited to be able to offer this modern solution to our customers and have seen significant adoption in a short amount of time. Our customer portal breakdown is below, which includes a number of customers that are similar in size and services to Customers: rl Custorner Portal Screen Shots My Account Login My Account Login Demo User Name dmalr@stiverblaze.com Pasass"I'd F4....... �I Remember me Contact Us Forgot your passwerd? Forgot your User Name? Are you a new customer? Fill out our online Application for New Service Register Now Watch our video demo series to see all the great tools and services available to you any time on any device. Check it out Don't have a User Name yet? Creating a User Name gives you access to your account deigns and sane great tools Including: L- Kew Sman Meter consumption data D - View and Pay your bills aerie Review your transaction and payment history IN" -Analyze and doamload electrdl9, water and gas usage i -Add multiple amounts to your web progde y - Report and view power outages Before you get started, please have your most recent bin bantly to complete the regislrabon form. 8 Customer Dashboard Qelwnpe Accwm Ca_¢e [Lenora Account Details My Alerts 0 Harris Yom arcuum is past cus and ngy no AOUCge Alen y asccmledw Please scan, pa}mml as soon a, An anage has wen conMrea at 123 LIAPLE AVE SPRINGVILE NY 10001 passole la dVax, melNption a SPIV[2. Address: 123NN i-AVE SPRINGNIILE. `Plannedotor'.13 BN58 Payment NY 10001 .N oua, tl panneo on Apr 262018 e:"; _ Credit Adding: Electricity Electricity Budget Exceeded High Water U sage Alen acr ahops rvame: 141PPY CUSTOMER $66.31 T A 31.1119h+ A vwr OWdrah Coup. b cart car ymn rvnem No Geurao.apetrou.anepo,unes ear Balance. seo as $1000 > 25.00% Past Due: $12345 ., ... &Ikd Usage Pay Plan: Budget 51" Ac:ount Auto Pay My Recent Usage ..III My Current 8111 Smart Mete, S Elechvtly 6 "Inter a Gas ® You used 11.1 kWh mare Eharxa., cornpaatl to vou: precious hill You are Enrolled In our PreauNamEO Compare payment pan. Payment is not required as Usage on your current bill Dated bFeh-20t0 We "I aNOmalkally Wdhdr'AY pay9h¢nl 674.5 kWh u` ouages � Usage on your previousn dated 2dan-xate 663A kWh Why was your consumption more? 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Meler Al ww Cmnpme A Gtiages Fomn PIofiM C♦ Loran 1 Electricity S Water 0 Gas Submit Meter Reading Vve Electricity Usage 8 Generation ® Do mlDatl We[omelo ourCMS umpM dInnulry Tnis9nl 00,th yourmxlrindhWsti yaNr Oeumprsshn A[WIF'enlEnt IemperaWre ovenay may ee elsplayFe to siax' nmv me vexatrvernaz aYeclea yourrnirsumpmn CNart your DOAiumption: Berth" • By Won 611.81kWh 859.17 kWh 1,309.94 kWh Laeest Usage an 2016-11.29 Average Usage r Read irghal usage On 2017-0 1 Q } My Evenls- E.lc Iry Umpe d Generanan I.. - Fepueeewmewn onm � IW IhM ' ipF s - •Ueeae IBGOeemuon *Net �Avg.Tempemmmin lF( +fba. 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MEmal OTad Mine I GGC03FG2 O Budget Threshold Aunt(5) Puele OJW ©Email None C♦ -- High Usage Alert (%) Logos 000 BEmail No. 0 Power Outages (Email or Moble Plummer E{Emad {'i Test None 22 My Profile — Guess Access 23 Key Benefits of Capricorn Customer Portal for Utilities End User Benefits ❑ Increase customer service by offering Web Self -Service 24 hours a day, 7 days a week, 365 days a year. ❑ Reduce calls/wait times for customers, by providing a complimentary service on the web. ❑ Reduce paper waste and unnecessary account/billing/invoice reports that are typically mailed or faxed. ❑ Improve communication and collaboration by providing targeted messages and corporate information. ❑ Educate customers on consumption patterns, conservation trends and many other aspects of your business. ❑ Responsive and adaptive web design supports Mobile device access. Organizational Benefits ❑ Reduce staff workloads by allowing employees, customers and partners to "help themselves." Staff can then focus on more complex customer issues, improving satisfaction. ❑ Rapid ROI and reduced time to market because of the pre -built, drop -and -go modules that can be installed and customized very quickly. ❑ Market -proven product available for significantly less than building a solution. Capricorn Customer Portal for Utilities price structure includes license, installation, configuration, code and a robust SilverBlaze Engine, which can serve as a platform for future e- business Utility requirements. ❑ Feel confident using mature modules and technology that are reliable, operating as mission critical applications in many organizations today. ❑ Increase administrative efficiency and empower non -technical users with the rich WSS and WCM features. ❑ Leverage existing infrastructure investments by integrating and extending back -end applications. ❑ Fast -track business decisions by providing real-time, accurate reports of online activities. 24 Key Features of Capricorn Customer Portal for Utilities Utility CIS Portal Module The Utility CIS Portal offers many fantastic features and inquiries for residential and commercial customers, including: ❑ Rich Dashboard interface with the following features and widgets: o Current Account title bar showing accounts linked to the user profile o Expanding linked accounts panel with configurable details including Account Nickname, Service Address, Current Balance, and more. o Account Details widget with past due alerts, nickname, credit rating, account owner, address, balances, discounts, pay plan, and more optional configurable details. o My Current Bill widget with current balance and due date, pre -authorized pay alerts, view current bill PDF, pay bill, payment extension requests, budget billing, current bill details by service. o My Alerts widget showing current active alerts based on customer settings and services including Bill/Usage Thresholds, High Usage / Leak Detection, Outages and other configurable options. o My Smart Meter Activity widget with Last Bill, Current Bill and Predicted Bill statistics. o My Recent Usage widget with graphical indicator comparing current and previous bill usage. Less or More usage is highlighted with possible reasons for the difference between the two billing periods. o My Usage Summary widget with bill usage charting for the 6 recent months — for electric, water, sewer, gas or other metered services. o My Recent Account Activity widget showing the 5 most recent transactions on the account. o Integrated CMS widgets for enhanced targeted customer messaging and content presentation based on account profiles. o Carousel media widgets. ❑ Electricity/Water/Sewage/Gas interactive charting and usage inquiries. ❑ Electricity generation / net meter charting and inquiries ❑ User Events/Important Date chart annotations and tracking. ❑ Usage Report Subscriptions —scheduled reports emailed on personalized schedules. ❑ Usage comparison to similar accounts in the area. ❑ Usage comparison to last year. 25 ❑ Usage comparison to prior bills —with possible reasons for higher or lower usage. ❑ Local weather chart overlays - including temperature, humidity and precipitation. ❑ Support for demand data web presentment, for example, KWH, KW, I<VA ❑ Bill History and E-Bill presentment with opt in/out of paperless bills. ❑ E-Bill notifications — new bill, payment reminders, past due. ❑ Online bill payment - supporting multiple payment approaches, integration points and vendors. ❑ Quick Pay feature — pay bills with no login required. ❑ Payment Extension requests based on CIS business rules. ❑ Transaction history for any service offering, for example, Sanitation, Telecom, Fire Protection. ❑ Service Request history and status inquiry ❑ Meter Reading submissions with access control by meter and optional photo uploads. ❑ SilverBlaze Smart Forms integration with Single Sign -On enhanced presentation. Utility Smart Meter Portal Module The Utility Smart Meter Portal offers a rich set of inquiries into residential and small commercial customer usage and demand data, including: ❑ Real-time AMI/AMI/MDM/ODS integration. ❑ Daily Smart Meter interactive charting and data downloads supporting Green Button format. ❑ Hourly Smart Meter interactive charting with Time -of -Use or Regular -Use pricing. ❑ User Events/Important Date chart annotations and tracking. ❑ Predicted Bill/Usage Dashboard Widget. ❑ Usage Threshold alerts. ❑ High Usage / Leak Detection alerts. ❑ Time -of -Use or Regular -Use pricing. ❑ Optional Time -of -Use rate indicators: digital clock, gauge and analog clock. ❑ Local weather chart overlays —temperature, humidity, precipitation. ❑ Price plan comparison tool and charting. ❑ Holiday & Rate management — date/time-sensitive rate descriptions and pricing. 01 Systems & Software enQuesta Integration Module: SilverBlaze and Systems & Software have a strategic partnership where the SilverBlaze Customer Portal is an alternate offering for enQuesta customers. The following features are provided: ❑ Real-time web services integration with the enQuesta CIS. ❑ Premium, Standard & Landlord access to the portal. ✓ Premium - access using login id and password to full account details ✓ Standard - access using account number with limited account features enabled ✓ Landlord — convenient account access using name and customer number ❑ Bill Details Summary by Service - dashboard widget. ❑ Enhanced Budget Billing Support — ability to suggest a budget amount and show budget billing amounts. ❑ Enhanced Payment Extension Support — ability to suggest a minimum amount and promise to pay date with email confirmation. ❑ Enhanced Notification Integration —supports enQuesta notification settings for communication preference and notification subscriptions where customers can update their enQuesta profile details. ❑ Enhanced Optional Personal Information Integration — supports enQuesta extended contact and additional information where customers can update their enQuesta profile details. User Registry & Security Module The User Registry & Security module provides a foundation for other SilverBlaze modules. All other modules plug-in and sit on top of this base module: ❑ User registration and profile management. ❑ Single login for multiple account and meter holders. ❑ Ability to auto -link related accounts or allow customers to select accounts to link to their user profile. ❑ Access code and password expiry controls, notifications and recovery support. ❑ User classification and group profiling for enhanced role -based application security. ❑ Support for delegated security management. ❑ User community message board with access controls. ❑ Guest Access invitations, registration and management. 27 ❑ Manage Notifications/Alerts —Email, SMS and Voice (IVR) supported. ✓ Usage/Budget Thresholds ✓ High Usage / Leak Detection ✓ Planned Outages ✓ Current / Unplanned Outages ✓ Paperless Bills ✓ Report Subscriptions ❑ Manage Consumption Report Subscriptions. ❑ Registration Page Surveys. ❑ CSR customer impersonation support and management. ❑ Integrated customer feedback and ratings with notifications and feedback management. ❑ Site usage tracking and key statistics dashboard. ❑ Customer notification and messaging logs. ❑ Full user -click audit logs and user profile change logging. ❑ Fully responsive and adaptive web design with Mobile support. ❑ Portal themes for enhanced personalization. ❑ System Administration: ✓ Portal Configuration settings ✓ Web Application server logs ✓ Custom Content Widget Management ✓ Notification template administration and content management ✓ Application performance logs ❑ Portal Management: ✓ Portal Statistics Dashboard ✓ Customer Messaging Center Management ✓ Site Navigation Management ✓ Site User & Access Control Management ✓ Feedback & Ratings Management ✓ Online Payment Transaction reporting 28 ✓ User Activity Reporting ❑ Content Management: ✓ Portal CMS Widget Management ✓ Image and Media asset Management ✓ CSS and Theme Management ✓ Carousel Management ❑ Multi-lingual support. ❑ Accessibility Compliant. Data Integration Engines Module A set of data integration engines designed to easily tap into back -end business applications, presenting customer care information on the Web in a secure manner. Engines include: ❑ CIS Real-time Web Service Integration Engine. ❑ CIS Data Transfer Engine. ❑ AMI/AMR/MDM/ODS Data Integration Engine. ❑ E-Bill Presentment Integration Engine. ❑ Payment Integration Engine. ❑ OMS Data Integration Engine. ❑ MultiSpeak Integration Engine. Utility C&I Demand Portal Module (not included) The Utility C&I Portal offers a rich set of inquiries into large commercial and industrial electric customer usage and demand data, including: ❑ Real-time or scheduled AMI/AMR/MDM/ODS integration. ❑ Powerful interactive charting with data range selection and zoom features. ❑ Support for charting multiple units of measure including Power Factor (P.F.). ❑ Support for various interval read frequencies (15, 30, 60-minute intervals). ❑ Compare usage to the prior period or the same period last year. P411 ❑ Compare multiple accounts on one chart. ❑ Support for chart annotations where events can be pinned as visual markers. ❑ Download demand data to spreadsheet or Green Button format. ❑ Subscriptions for automated reporting of demand data extracts — daily, weekly or monthly reports. ❑ Real-time usage monitor with alerts for high -usage Utility OMS Web Extensions Portal Module (not included) The Utility OMS Web Extensions Portal offers a rich set of customer features, including: ❑ Real-time, secure web service calls for OMS integration. ❑ Outage Notification sign-up and management ❑ ReportOutageForms— customerandCSR-facing. ❑ Outage Notifications —email, SMS/text, IVR. ❑ Outage Mapping —Google Maps and ArcGIS platforms. ❑ IVR web services integration. Web Content Management Module The Web Content Management module provides an integrated web content creation and publishing engine that wraps around the various inquiry modules: ❑ Supports Responsive Web Design approach. ❑ Create and manage a modern and sophisticated web presence with complex navigation and security. ❑ Template -driven presentation framework eases content administration and standardizes site presentation and usability. ❑ Browser -based administration console supports open architecture content entry and maintenance. ❑ Provides a secure and flexible framework for content publishing and approvals. ❑ Role -based security model supports restricted access to sensitive content. ❑ Flexible content classification for diverse publications eases site administration. ❑ Date sensitive content activation and expiry. ❑ Google Analytics integration. 30 ❑ Social media integration. ❑ Integrated CMS content widgets on customer portal pages. ❑ Support for emergency state notification and theming. ❑ Custom meta tags on individual pages. ❑ Photo library pointing to local or network folder. 31 Below is a sample list of scope and deliverables. Final scope will be determined in the eventual SOW. Item & Requirements Site Registration: Ability for customers to register for account access. An email confirmation will be sent to customers to validate their registration request. A welcome email will be sent after confirmation. Reset Password: Ability for customers to reset their forgotten password or disabled login. Forgot User Name: Ability for customers to request a forgotten user name. Deliverable Online form for customer to enter: o User Name o Password o Security Question/Answer o Paperless billing opt -in o Email consent opt -in o First name/Last name o Email o Telephone o Mobile o Account Number o Mailing Address Zip o Google reCAPTCHA v2 o Accept Terms & Conditions Email addresses will be allowed on multiple profiles. o This affects Guest Access invites. o If the email used on the invitation is not unique in the Customer Portal then that Guest cannot be invited. Accounts will be allowed on multiple login profiles. Verification email template. Online account welcome email template. Online form for customer to enter email address. Email template with encrypted link to reset password workflow where customers will need to enter a response to their security question. Successful answers will allow customers to enter a new password with a password strength indicator. Online form for customers to enter account number and Mailing Address Zip Email template with user name reminder. 32 Login: Premium and Standard Access login tabs and processing Login page for customers to Premium Access: access the portal. o Online form for customers to enter user name and password for site access. Standard Access: o Online form for customers to enter account number for site access. User authentication will be carried out against the SilverBlaze Portal user registry. Links to: o registration, o reset password, o forgot access code, o contact us, o Hydrant Meter Customers — will be a simple link to a P party application. More effort and requirements are required for more integrated links. Quick/One-time Pay option that will link to KUBRA. Messaging for site features and various corporate programs. Customer Dashboard: Ability to view and select multiple accounts linked to the site login. Show a dashboard after login containing a summary of the Selected account ribbon showing: customer account information. o Account number, o Service address, o Customer name, o Account balances, o Payment plan, o Nickname o Installment payment details Navigation tabs providing access to various site features based on the customer type. Current Bill section showing: o Current balance, o View current bill button, o Pay bill button, o Pre -authorized payment messaging if applicable, o Request payment extension (Promise -to -Pay) button if 33 o Bill Detail Charges table: o Service o Current Charges o Past Due o Penalty o Balance My Alerts section showing: o Smart Meter Usage Threshold Alert o Current usage o Usage threshold amount o Link to profile tab to update threshold o Smart Meter High Usage Alert o Current Usage o High usage threshold amount o Link to profile tab to update threshold o Power Outage Alert My Recent Usage section showing: o Usage on current bill o Usage on previous bill o Amount of usage more or less than previous bill o Reasons why usage is higher or lower (number of billing days and/or average temperature) o Link to view more history My Recent Account Activity section showing a table of the 5 most recent transactions for the account. Columns can include: o Transaction date o Description o Amount o Balance o Link to view all transaction history My Smart Meter Activity section showing: o Current billing period usage o Last bill usage o Predicted usage for current bill o Alert threshold amount o Set usage alerts button Left Carousel showing carousel slides specific to CDM activities and programs. Right Carousel showing carousel slides specific to CDM activities and ms 34 Rate this page comments and star ratings Bills & Payment: Show a listing of bills available online for the current account. Show account billing history with the ability to view PDF bills My Electronic Bills section listing details can include: and pay bills online via SSO o View bill button integration with payment portal o Bill Date provider KUBRA. o Bill Amount o Due Date Notifications to customers for new bills, payment reminders Pay Bill section showing: and late payments also o Current Balance managed by payment portal o Pre -authorized payment enrollment messaging if applicable provider KUBRA. o Pay My Bill button that links to KUBRA Payment Activity: Show a listing of payments for the current account. Show account payment history showing activity with the ability Your Payment Details section can include: to download details in o Payment date spreadsheet format. o Description o Amount o Balance o Download to spreadsheet button will generate a CSV file for customers to download. Billed Consumption (Non -Smart Show navigation buttons for access to Electric and Gas based on the Meter) Usage: customer profile. Show billed consumption (non - smart meter) reading details for Usage Report Subscription button allows customers to subscribe to Electric and Gas services in an the portal reporting service where usage reports and attachments interactive chart with reading can be emailed on a selected schedule. details available in a table NOTE: Usage Report Subscriptions are dependent on a Electric and format. Provide the ability to Gas usage nightly extract file implementation download reading details in spreadsheet format. My Events section includes: o Allow customer to define events that mark important dates that could impact usage. Events can be shown on the chart as annotations. Interactive Chart section can include: o Dropdown select list of meters attached to the current account. o Usage summary tiles for lowest usage, highest usage and average usage for the past X months. Tile details will show usage units, cost and billing period. 35 o Consumption bar chart showing monthly reads and temperature overlays —average temperature, humidity and precipitation. Consumption Details table section can include: o Meter ID o Reading date o Description o Consumption o Download to spreadsheet button will generate a CSV file for customers to download. Smart Meter Usage Charts: Show navigation buttons for daily and hourly details. Show smart meter usage details for daily and hourly summaries My Events section includes: in an interactive chart o Allow customer to define events that mark important dates that could impact usage. Events can be shown on the chart as annotations. Smart Meter Consumption Inquiry section can include: o Default view to daily consumption chart showing most recent 30 days by default. o From and To date select calendars where customers can change the inquiry dates and consumption details. o Consumption bar charts showing Electric and Gas consumed and temperature overlays —average temperature, humidity and precipitation. o Clicking/tapping a bar on the chart will open corresponding days 24 hourly consumption details with next and previous day navigation. o Download to spreadsheet button will generate a CSV for customers to download. Smart Meter Usage Downloads: Download Settings section will include: Allow customers to download o Level of detail either hourly or daily smart meter usage details to o From and To date range CSV spreadsheet format. Customers should be able to Download Format section will include: select daily/hourly detail and Spreadsheet (CSV) and Green Button formats the desired date range. Compare Last Bill: Compare Last Bill section showing: Similar to My Recent Usage o Dropdown select list of meters attached to the current widget on the dashboard with account. the ability to compare other o Dropdown select list for Amount or Value inquiries where read dates. Amount presents the usage in dollar amounts and Value 99 presents usage in Electric and Gas values. o Dropdown select list of billing periods available for inquiry. o Usage on current bill o Usage on previous bill o Amount of usage more or less than previous bill o Reasons why usage is higher or lower Compare Usage to Last Year: Compare Usage to Last Year section can include: o Dropdown select list of meters attached to the current Show customers their usage this year and how it compared to account. last year along with o Dropdown select list for Usage inquiries where value temperature overlays presents usage in Electric and Gas values. o Interactive chart showing consumption bars for the billing periods this year and last year. o Temperature overlays for current and previous year high, low and average temperatures. Compare Usage in My Area: Data for this option would need to be extracted in a batch process and not using real-time enQuesta CIS Web Services. Show customers how their Electric and Gas usage compares to their previous Compare Usage in My Area section can include: billing period and surrounding o Dropdown select list of meters attached to the current neighbours with similar account account. types. o Dropdown select list for Amount or Usage inquiries where Amount presents consumption in dollar amounts and Usage presents consumption in units of measure. o Dropdown select list of billing periods available for inquiry. Your Usage compared to Neighbours section can include: o Interactive chart showing the distribution of usage across bill amount groups o Three tiles showing neighbours that used less, the same and more than you. Service Requests: Show a listing of service requests for the current account. Show account service request summary with the ability to Your Service Request Summary section can include: download details in o Request date spreadsheet format. o Request Number o Request Type o Status o Download to spreadsheet button will generate a CSV file for customers to download. Outage Notifications: OMS integration will offer a rich set of customer features, including: Report and receive notices on o Real-time, secure web service calls for OMS integration. 37 outages, which can be viewed o Outage notification sign-up and management on a map. o Report outage forms —customer and CSR-facing. o Outage notifications —email, SMS/text. o Outage map Profile — My Profile: My Account Profile section can include: Provide a facility for customers o User Name to manage their portal login o First & Last Name profile to change personal c Security question and answer details, add/remove accounts o Email and set various alerts. o Telephone & Extension o Mobile o E-Billing (paperless) opt-in/out o Email consent opt-in/out o Password with password indicator User profiles cannot be changed by customers or CSRs. Account Access List section includes: o Add account —Account Number and Zip Code o Favourite account selector/indicator o Account Number o Nickname o Service Address My Subscriptions section can include: o Subscription button to sign-up, change or unsubscribe to the report o Report name o Subscription settings o Last Sent — date and time o NOTE: Subscriptions are dependent on a Electric and Gas usage nightly extract file implementation Profile — Notifications: Current notifications available are related to Smart Meter where the Provide a facility for customers SilverBlaze Portal can send notifications based on customer settings. to set notifications/alerts on o Smart Meter: their accounts. o Usage threshold and high usage alerts o Requires the Smart Meter module o Power Outages o Sudden Outages (email or mobile phone) o Planned Outages (email) o Requires the OMS Web Extensions module Profile —Guest Access: I Invite someone for Guest Access section includes: 38 Provide a facility for customers o Account number dropdown list to invite and manage guest o Guest Email users for online access to their o Access Settings accounts. You have granted Guest Access section includes: o Account Number o Guest Email o Guest Status o Access Details You have been invited as a Guest section includes: o Account Number o Name o Access Details Customer -Facing Smart Forms Customer -Facing Smart Forms to be delivered: o New Service (Residential and Commercial) Provide customers the ability to submit specific service requests. o Transfer of Service o Disconnect of Service o ACH Registration/Recurring Payment o ACH/Recurring Payment Modification/Cancellation o Update Mailing Address o Life Support/Medical Form o Donation Enrollment o Customer Claim o Tree Work Form A. Describe the roles and responsibilities of Customers staff during implementation and provide an estimated level of effort. Please see below for a sample list of responsibilities for the project. Final determination will be made in the eventual SOW. S&S expects The Customers level of effort to be 2-3 resources at 50% for 1 year, with the required effort spiking near Go -Live. 5.1 Setup Server & Install Software Description Comments Responsible Install hardware Customers to setup a server connected to the Internet. S&S 39 Customers will provide remote access to this server to the SilverBlaze team for the duration of the project where SilverBlaze can install and configure the solution as required. Install/Configure App SO to install and configure the Application Server. S&S Server Install & Configure Web S&S to install and configure the HTTP Server S&S Server software. Install & Configure Web S&S to install and configure the Web Server plugin S&S Server Plugin software. Install & Configure S&S to install and configure Database software and S&S Database load the SilverBlaze database. SilverBlaze Customer Portal SilverBlaze to setup configurations settings specific SilverBlaze Deployment Package to customer portal requirements. Create customer Preparation theme and HTML content. SilverBlaze Smart Forms SilverBlaze to setup configurations settings specific SilverBlaze Deployment Package to smart forms requirements. Apply customer theme Preparation and HTML content, SilverBlaze Customer Portal SO / SilverBlaze to setup transfer folders and S&S / SilverBlaze Folders scheduled jobs for nightly data import/export of to assist data if required. Email Server Availability S&S to provide access to an email server so that S&S / SilverBlaze SilverBlaze can send email notifications to customers to assist in the public domain. Needs to relay messages as required. 40 5.2 Configure SilverBlaze Customer Portal for Customers requirements Description Comments Responsible Customer Account Portal Determine Registration Customers to determine what information will be Customers / page criteria required by customers to register new web accounts. SO Customer service/support Customers to provide a list of customer service or Customers / emails and notification lists support emails that will get notified for site issues. SO Customize content fox Customers to review content text and provide Customers / portal pages updates to S&S / SilverBlaze team to apply to the site. S&S / SilverBlaze Account Master (ACCMST) SilverBlaze integration points for customer account SilverBlaze Integration and service details using SO enQuesta Web Service APIs. Payment History (PAYHIST) SilverBlaze integration points for customer SilverBlaze Integration transaction history (debit & credit) details using SO enQuesta Web Service APIs. Payment Extension / SilverBlaze integration points for customer extension SilverBlaze Promise -to -Pay (P2P) details using SO enQuesta Web Service APIs. integration Electricity Consumption SilverBlaze integration points for customer Electric SilverBlaze (HYDROCONS) Integration consumption details using S&S enQuesta Web Service APIs. Gas Consumption SilverBlaze integration points for Gas customer SilverBlaze consumption details using S&S enQuesta Web Service 41 (GASCONS) Integration APIs. HYDROCONS Data Extract S&S to populate Electric consumption information S&S / (Subscription Reporting) based on documentation SilverBlaze provided by SilverBlaze. SilverBlaze to configure and test CIS data extracts. GASCONS Data Extract S&S to populate Gas consumption information s&S / (Subscription Reporting) based on documentation SilverBlaze provided by SilverBlaze. SilverBlaze to configure and test CIS data extracts. Portal User Profile SilverBlaze integration points for portal user profile SilverBlaze (USRMST) Integration updates using S&S enQuesta Web Service APIs. SilverBlaze integration points for paperless bill and EBPP settings using AS enQuesta Web Service APIs. E-Bill History (BILLMST) SilverBlaze integration points for customer bill history SilverBlaze Integration details using S&S enQuesta Web Service APIs. E-Bill Presentment & SilverBlaze integration points for customer bill PDF SilverBlaze Notification Integration web presentment using S&S enQuesta Web Service APIs. Online Payment Integration SilverBlaze to provide integration points for customer SilverBlaze payment processing using KUBRA APIs. Smart Meter SilverBlaze integration points for Electric and Gas SilverBlaze (SMARTMETER) Integration customer smart meter usage details using enQuesta Web Service APIs to The Customers Metersense 42 MOM. Notifications for peak usage alerts for registered customers. Outage Notifications SilverBlaze to build outage notifications for registered SilverBlaze customers via email and SMS. Notifications to include power outage alert, power restored alert. Report Outage SilverBlaze to build report an outage form for SilverBlaze customers to submit outage notifications that will feed into ABB OMS using Web Service APIs. Outage Mapping SilverBlaze to build outage mapping based on SilverBlaze geographic information system maps and outage notifications using ABB OMS Web Service APIs. IVR Integration SilverBlaze to build integration points to Milsoft IVR SilverBlaze software using determined integration approach and associated documentation. Define site hostname Customers to register required domain names for Customers customer portal. SSL Certificate for site S&S to provide SSL certificate request for secure site Customers / access. S&S / SilverBlaze Customers responsible for purchasing SSL certificate from certification authority lie Verisign). S&S / SilverBlaze to install purchased certificate to web server. Email Template Customers to provide specific layout of email Customers / customization notification templates. S&S / SilverBlaze Verify email working S&S / SilverBlaze to test email flow and verify receipt. S&S / 43 SilverBlaze Setup Test Server S&S to setup a test server environment for ongoing S&S support and upgrade testing. User Acceptance Testing Customers to provide appropriate resources to test Customers / Support the project and ensure functional requirements has S&S / been met. SilverBlaze S&S / SilverBlaze to provide resources to apply changes as required based on test results. Go Live Support Customers to set the host name and firewall to point Customers / to the SilverBlaze server. S&S / SilverBlaze Customers to test the live site as required. S&S / SilverBlaze to support testing as required. 5.3 Configure SilverBlaze Smart Forms for Customers requirements Description Comments Responsible Forms & Integration Determine Specific Field Customers to determine specific validations for Customers / Validation Rules mandatory field and account field masks. SilverBlaze SilverBlaze to configure. Form Wording Customers to provide wording for terms and Customers / conditions. Customers to provide any field label SilverBlaze changes. 44 SilverBlaze to implement. Field Selection Customers to review form field selections and Customers / provide any required changes. SilverBlaze SilverBlaze to configure. Site Images and Form Customers to provide form images and header Customers / Headers requirements. SilverBlaze SilverBlaze to implement. Confirmation Email Customers to providewording and details forthe Customers/ Wording confirmation email. SilverBlaze SilverBlaze to implement. Web Service Availability S&S and Customers to ensure the appropriate web Customers / services are installed and available for testing. S&S / SilverBlaze SilverBlaze integration points for customer account and service details using S&S enQuesta Web Service APIs for all applicable forms among: o New Service (Residential and Commercial) o Transfer of Service o Disconnect of Service o ACH Registration/Recurring Payment o ACH/Recurring Payment Modification/Cancellation o Update Mailing Address o Life Support/Medical Form 45 o Donation Enrollment o Customer Claim o Tree Work form Host Configuration Define site hostname Customers to register required domain names for Customers customer portal. SSL Certificate for site S&S to provide SSL certificate request for secure site Customers / access. S&S / SilverBlaze Customers responsible for purchasing SSL certificate from certification authority (ie Verisign). S&S / SilverBlaze to install purchased certificate to web server. Verify email working S&S / SilverBlaze to test email flow and verify receipt. S&S / SilverBlaze Testing User Acceptance Testing Customers to provide appropriate resources to test Customers / Support the project and ensure functional requirements has S&S / been met. SilverBlaze SO / SilverBlaze to provide resources to apply changes as required based on test results. Go Live Support Customers to set the host name and firewall to point Customers / to the SilverBlaze server. S&S / SilverBlaze Customers to test the live site as required. 46 S&S / SilverBlaze to support testing as required. 47 EXHIBIT B SUPPORT AND MAINTENANCE AGREEMENT THIS SUPPORT AND MAINTENANCE AGREEMENT is made and entered into this 18th day of February, 2020, and shall be effective as of the 1st day of March, 2020 (the "Start Date"). BETWEEN: SYSTEMS & SOFTWARE, INC., a Vermont corporation ("S&S") - and - THE CITY OF SANTA ANA, a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California ("CITY") RECITALS: A. This SUPPORT AND MAINTENANCE AGREEMENT is subject to the terms of the Master Renewal Agreement For Professional Services (hereinafter "Master Renewal Agreement") made and entered into this 18th day of February, 2020, between SYSTEMS & SOFTWARE, INC. ("S&S"), a Vermont corporation and the City of Santa Ana ("CITY"), a charter city and municipal corporation organized and existing under the Constitution and laws of the State of California. B. S&S owns the Software which has been licensed to CITY pursuant to a 2008 Software License Agreement (Agreement A-2008-053); C. The CITY wishes to receive support and maintenance services related to the Software; D. S&S shall provide the support and maintenance services related to the Software. NOW THEREFORE, in consideration of the mutual covenants set out in this support and maintenance agreement (the "Support and Maintenance Agreement") and for other good and valuable consideration (the receipt and sufficiency of which is hereby acknowledged), the parties agree as follows: 1. Unless otherwise defined herein, all defined terms used herein shall have the meaning ascribed to them in the Software License Agreement (the "Master Renewal Agreement"). 2. This Support and Maintenance Agreement is the exclusive statement of the entire support and maintenance agreement between S&S and CITY. The parties agree that any previous agreement or terms in an agreement that provided support and maintenance services similar to those provided under this Support and Maintenance Agreement have either expired or been terminated under their own terms. 3. S&S shall provide software support primarily via telephone and electronic mail in addition to site visits only when necessary. The support services will be provided only duling the hours of operation as described in the Standard Maintenance and Support Guideline, which is hereby fully incorporated herein by reference, and which are in effect as of the Start Date (as defined below), as such services may, at S&S's sole discretion, be modified or supplemented from time to time. To enable S&S to provide effective support, the CITY will establish auto remote access procedures compatible with S&S's then current practices which may be revised over time. 4. The provision of support services under this Support and Maintenance Agreement shall start on the Start Date. 5. In consideration for the support services specified in this Support and Maintenance Agreement, CITY shall pay the "Support and Maintenance Fee" as detailed in Exhibit 1 below. The Support and Maintenance Fee will be billed annually in advance beginning on the Start Date and thereafter on the annual anniversary of the Start Date or on an alternative date mutually agreed to by both parties. In accordance with CITY's payment practices CITY shall have forty-five (45) days from the Start Date (or annual anniversary thereof) to remit annual payment to S&S of the Support and Maintenance Fee. If the CITY would like to match the invoicing of the Support and Maintenance Fee to its fiscal year or any other period, it may request, during the initial annual period of this Support and Maintenance Agreement that S&S issue a prorated invoice for the portion remaining during the initial annual period. S&S may change the Support and Maintenance Fee from time to time in relation to each annual support and maintenance period but CITY shall only be billed once per year, and any such increase shall not exceed three percent (3%) per year and may include a corresponding three percent (3%) increase with respect to Third -party services pursuant to Section 7, below. 6. In the event CITY requests material or substantive changes to documentation, reporting and/or interface creation or other material or substantive changes outside of the scope of Standard Support Guidelines as set forth in Exhibit 2 hereto, S&S will be entitled to increase the Support and Maintenance Fee by no less than twenty-five percent (25%) per request per year going forward in order to allow S&S to maintain these changes through each Release of the Software, except where said requests by CITY are incorporated within the provisions of a duly executed Change Order approved by S&S as set out in the Master Renewal Agreement. 7. S&S reserves the right to bill an additional fee for Third -party services should Third- party license vendors include an annual escalator that exceeds seven and a half percent (7.5%). In such an event, S&S shall provide CITY with adequate documentation of Third -party license vendors' annual escalator increases exceeding seven and a half percent (7.5%). 8. In addition to the above, where CITY purchases additional or different licenses related to the S&S Software, or any new modules/environments, additional Support and Maintenance Fees may be charged by S&S at the time of purchase of such software license(s) and incorporate such increase(s) in any subsequent Support and Maintenance Fee payments previously agreed to subject to a duly executed Change Order approved by S&S. 9. In addition to the Support and Maintenance Fee, CITY shall reimburse S&S for its direct expenses in providing support services ("Billable Fees") pursuant to this Support and Maintenance Agreement which include as of the Start Date: (a) courier services, photocopying, faxing, long distance phone calls and reproduction services, (b) all direct travel expenses including, but not limited to hotel, airfare, car rental, tolls, parking and airline and travel agent fees; a travel time rate of fifty percent (50%) of the individual's current standard hourly rate; a per diem rate of $70.00 for weekdays and a $125.00 for weekends and statutory holidays that includes all meal, food and telecommunications expenses (receipts will be provided to CITY); and a mileage charge consistent with the Internal Revenue Service recommended rate per mile, (c) and all other reasonable direct expenses incurred in the performance of S&S's duties hereunder. S&S may update its reimbursement policies from time to time, in which case such updated policies shall apply for purposes of this Support and Maintenance Agreement, provided that such updated reimbursement policies must generally apply to all clients of S&S. 10. S&S shall supply all maintenance Releases to CITY at no additional charge other than the payment of the Support and Maintenance Fee. 11. Upgrades are defined as major new versions of the Software or subversions supplying new functionality. Upgrades may require additional services to be performed by S&S outside of the scope of those services provided by S&S under this Support and Maintenance Agreement including professional services for the installation and implementation of the Upgrade and additional training that will be subject to S&S's then -prevailing policies, terms and Billable Fees related to pricing and hourly rates. 12. Updates are defined as minor code updates to the Software, such as providing bug fixes or minor modifications. All Updates of the Software will be made available to CITY at no additional charge other than the payment of the Support and Maintenance Fee. 13. S&S shall not be required to perform corrective maintenance as part of its Support and Maintenance Services with respect to Software malfunctions caused by: (a) CITY's modifications to the Software unless performed at the direction of S&S; (b) CITY's failure to use updates, enhancements or program error corrections; (c) Failure to use the Software in accordance with this Support and Maintenance Agreement or Master Renewal Agreement; or (d) Actions beyond S&S' reasonable span of control with respect to CITY's actions which alter the turnkey implementation environment, or cause hardware or Third Party Software malfunctions. 14. All payments hereunder shall be in U.S. dollars and shall be net of any taxes, tariffs or other governmental charges. S&S shall be responsible for paying all taxes, fees, assessments and premiums of any Kind payable on its employees and operations. Any tax S&S may be required to collect or pay upon the sale, use or delivery of the support and maintenance services described in this Support and Maintenance Agreement shall be paid by CITY and such sums shall be due and payable to S&S upon receipt of an invoice therefore. Any taxes levied in relation to the services required for a Release shall be paid by CITY. The CITY shall be responsible for the payment of any applicable duties and sales/consumption taxes. 15. The term of this Support and Maintenance Agreement shall be identical to the Term set forth in the Master Renewal Agreement and shall be subject to its pro visions unless terminated by either party upon giving to the other not less than one hundred and twenty (120) days' notice in writing prior to the end of the initial annual maintenance and support period or any subsequent annual maintenance and support period. CITY shall pay the then prevailing Support and Maintenance Fee in advance for each annual period of the Support and Maintenance Agreement, subject to CITY's payment practices as hereinabove set forth in Section 5. 16. Where the notice of non -renewal has not been provided in accordance with these terms, the CITY is obliged to pay the Support and Maintenance Fee for the then IV applicable annual period. The termination of this Support and Maintenance Agreement by CITY shall not affect the License or the Software License Agreement incorporated within the Master Renewal Agreement. S&S shall neither refund any Support and Maintenance Fees nor any Billable Fees if this Support and Maintenance Agreement is terminated. CITY acknowledges that if this Support and Maintenance Agreement is terminated, then it will not be eligible to receive the benefits of this Support and Maintenance Agreement including the right to Releases or to access the source code in escrow upon the occurrence of any Event of Default. 17. Title to and ownership of all proprietary rights in the Releases and all related proprietary information supplied by S&S in providing the services pursuant to this Support and Maintenance Agreement shall at all times remain with S&S, and CITY shall acquire no proprietary rights by virtue of this Support and Maintenance Agreement. 18. S&S shall have the right to terminate this Support and Maintenance Agreement immediately if CITY attempts to assign this Support and Maintenance Agreement or any of its rights hereunder, or undergoes a reorganization, without complying with the License Agreement provisions of the Master Renewal Agreement. 19. In the event CITY fails to pay all or any portion of an invoice on or before sixty (60) days after the date it becomes due, S&S shall have the option to suspend or terminate this Support and Maintenance Agreement. Suspension or termination shall not relieve CITY of its obligation to pay its outstanding invoices, including any applicable late charges. CITY will be required to pay S&S the entire Support and Maintenance Fees for the period of suspension prior to reinstatement of suppolt and maintenance services. 20. All notices, demands, and requests, required to be given under this Support and Maintenance Agreement by either patty to the other shall be in writing and delivered by hand, or by registered or certified mail, postage prepaid, to the respective parties at the following addresses, or to such other address as may be given by a party to the other pursuant hereto as set forth in the Master Renewal Agreement. 21. Either party's lack of enforcement of any provision in this Support and Maintenance Agreement in the event of a breach by the other shall not be construed to be a waiver of any such provision or the non -breaching party may elect to enforce any such provision in the event of any repeated or continuing breach by the other. 22. The parties agree that the terms and conditions contained herein shall prevail notwithstanding any variations on any orders, e-mails or other correspondence submitted by CITY. Provided, however, in the event of a conflict between the terms of this Support and Maintenance Agreement and the Master Renewal Agreement and any duly executed Change Order thereunder, the terms of the Master Renewal Agreement or duly executed Change Order shall prevail. v 23. The particular provisions of this Support and Maintenance Agreement shall be deemed confidential in nature and neither CITY nor S&S shall divulge any of its provisions as set forth herein to any third party except as may be required by law. 24. Termination of this Support and Maintenance Agreement shall not affect any right of action of either party arising from anything which was done or not done, as the case may be, prior to the termination taking effect. 25. The parties hereby confirm that the waivers and disclaimers of liability, releases from liability, limitations and apportionments of liability, and exclusive remedy provisions expressed throughout this Support and Maintenance Agreement shall extend to such person's affiliates and to its shareholders, directors, officers, employees and affiliates. 26. Where remedies are expressly afforded by this Support and Maintenance Agreement, such remedies are intended by the parties to be the sole and exclusive remedies of CITY for liabilities of S&S arising out of or in connection with this Support and Maintenance Agreement, notwithstanding any remedy otherwise available at law or in equity. 27. This Support and Maintenance Agreement shall be governed by the laws of the State in which CITY is located. 28. This Agreement may not be assigned by CITY unless, concurrently with any such assignment, CITY assigns its rights under, and complies with the License Agreement provisions of the Master Renewal Agreement. This Support and Maintenance Agreement shall be binding upon the successors and assigns of the parties and ensure to the benefit of the successors and permitted assigns of the parties. 29. The invalidity or unenforceability of any provision or covenant contained in this Support and Maintenance Agreement shall not affect the validity or enforceability of any other provision or covenant herein contained and any such invalid provision or covenant shall be deemed to be severable. 30. This Support and Maintenance Agreement must be signed below and may be signed in counterpart and delivered by fax, email as a PDF (Portable Document Format) file attachment, or by other means that displays the original or a copy of the signatures. Any subsequent amendments may be signed and delivered in the same manner. 34. The aggregate liability of S&S to CITY for all claims, suits, actions and proceedings howsoever arising, directly or indirectly, under or relating to the support services supplied pursuant to this support and maintenance agreement or its subject matter, including those based on breach or rescission of contract, tort, breach of trust, or breach of fiduciary duty shall not exceed, in the aggregate, the amount of fees actually paid by the CITY to S&S for the support services supplied pursuant to this support vi and maintenance agreement during the then -current term (and in no event being greater than 12 months) of the support and maintenance agreement up to and including the date of termination. 32. In addition to the foregoing, neither party shall be liable to the other for any claims for consequential damages, incidental damages, indirect damages, special damages, aggravated damages, loss of revenue, loss of profits, failure to realize expected savings, loss of data, loss of business opportunity either under or relating to this support and maintenance agreement or its subject matter, whether based on breach of contract, rescission of contract, tort, breach of trust, or breach of fiduciary duty even if such other party has been advised of the likelihood of the occurrence of such damages and notwithstanding any failure of essential purpose of any limited remedy. 33. The parties hereby confirm that the waivers and disclaimers of liability, releases from liability, limitations and apportionments of liability, and exclusive remedy provisions expressed throughout this Support and Maintenance Agreement shall extend to such person's affiliates and to its shareholders, directors, officers, employees and affiliates. (S(gnalures on Following Page) vii EXHIBIT 1 ANNUAL SUPPORT AND MAINTENANCE FEES Initial Term (6-Years) Year 1-Supportand MaintenanceFee (March 1, 2020 - December 31, 2020) 2020: $198,366.88 Years 2 through 6 -Estimated Support and Maintenance Fees * 2021: On -going Support & Maintenance - $209,931.39 2022: On -going Support & Maintenance - $216,229.21 2023: On -going Support & Maintenance - $222,716.21 2024: On -going Support & Maintenance - $22%397.69 2025: On -going Support & Maintenance - $236,279.62 Optional Extension Term 41 (3-Years) - Estimated Support and Maintenance Fees * 2026: On -going Support & Maintenance - $243,368.01 2027: On -going Support & Maintenance - $250,669.05 2028: On -going Support & Maintenance - $258,189.13 Optional Extension Term #2 (1-Year) -Estimated Support and Maintenance Fees * 2029: On -going Support & Maintenance - $265,934.80 * The Support and Maintenance Fees described above include enQuesta Link Mobile, enQuesta Link Mobile GIS Module, Capricorn for enQuesta, Miscellaneous Third -Party Licenses and Maintenance Fees. The total annual sums set forth above represent the maximum software maintenance payment schedule, excepting an additional annual miscellaneous contingency amount of $4,000 to be authorized solely in the discretion of CITY. Support and Maintenance Fees beginning with Year 2 are estimates only; the Support and Maintenance Fees for Years 2-10 are subject to increase in accordance with the Support and Maintenance Agreement, Section 5 above. ix IN WITNESS WHEREOF, the Parties have executed this Support and Maintenance Agreement to be effective as of the Start Date first written above. SYSTEMS & SOFTWARE, INC. Name: Cameron Mahbubian Title: Executive Vice President THE CITY OF SANTA AN By: Ame: Willard V. Holt Title: Treasury & Customer Svcs. Mgr. EXHIBIT 2 STANDARD SUPPORT GUIDELINES IC S&S Support Program General Guidelines EFFECTIVE JANUARY 1, 2020 t, STANDARD SUPPORT OFFERING S&S' objective is to ensure that customers are fully satisfied at all levels of interaction, each and every time customers engage with S&S Client Support is responsible for answering inquiries for areas related to the operation of all licensed enQuesta modules and, more specifically, for the business processes/ features which are already in production, i' delivering fixes, error corrections, or corrective procedures for the supported versions (the current version (v6). S&S' Client Support Analysts will provide support via phone, email, or through use of WebEx or Skype. _ 1 STANDARD HOURS OF OPERATION• MONDAY - FRIDAY, 8AM - 6PM* (EXCLUDING STATUTORY HOLIDAYS) * New extended hours METHODS OF CONTACT FOR CLIENT SUPPORT DESK - Email: support@ssvit.com ® Phone:800.655.8810 CONTACTING CLIENT SUPPORT PERSONNEL DIRECTLY S&S requires that customers log all new issues through the Online Help Desk to ensure that S&S will be able to efficiently serve the customer. The customer should not attempt to contact specific S&S personnel to log new issues, as personnel may be out of the office due to customer engagements, vacation or illness. If the proper procedure is not followed by the customer, S&S cannot guarantee that new issues will be handled efficiently. S&S also enforces this practice for auditing purposes (every issue must be logged). 2020 HOLIDAY CALENDAR DATE Holiday January 1st New Year's Day February 17th President's Day May 25th Memorial Day July 4th Independence Day September 7th Labor Day November llth Veteran's Day November 26th & 27th Thanksgiving December 24th & 25th Christmas ,., ,ram--- -�- - ORGANIZATIONAL STRUC i 171; Laura Martin Software Engineer Adam Savard Software Engineer Dana Lendorf - McCarthy VP, Operations Linda Perna Director, Support James Sergeant, DEV Support Manager Art Gwozdz Technical Consultant George Alex Nat Angela Elissa Hayes Apmann Bond Chiappino Lee Software Software Senior Support Support Engineer Engineer Support Analyst Analyst Analyst Kevin Slavens Software Engineer Jeremy Gould Software Engineer Erin Ennis Senior Application Consultant New Hire New Hire • Escalation Path 8:00 AM - 5:00 PM Eastern Standard Time (Monday - Friday) If you do not receive a response within the given time frame, please escalate to the next level. Escalation S&S Support 800.655.8810 or Expected Response Time: Level - 1 Desk support@ssivt.com 2 hours *Showstopper Issue Response Time: 15 minutes Escalagon Director 416.452.8808 or Expected Response Time: Level - 2 of Support linda.perna@ 1 hours Linda Perna systemsandsoftware. net *Showstopper Issue Response Time: 15 minutes Eti n j VP, Operations 416.819.0099 or Expected Response Time: Leven - 2. Dana dana.lendorf-mccarthy@ 1 hours Lendorf-McCarthy systemsandsoftware.net *Showstopper Issue Response Time: 15 minutes Methods of contact for after-hours support: is 800.655.8810 ESCALMVIUN PATH: Escalation times: 6:OOPM - 8:OOAM (Monday to Friday) & 12:OOAM - 11:59PM (Saturday & Sunday) If you do not receive a response within the given time frame, please escalate to the next level. Escalation I Director of Support I 416.452.8808 or linda.perna@systemsandsoftware.net Level - 1 Linda Perna Escalation VP, Operations 416.819.0099 or Level - 2 1 Dana Lendorf-McCarthy I dana.lendorf-mccarthy@systemsandsoftware.net OIKrl Tiohe61L1 Cb Ad T mkes(0) I.Vlev ksue Wp At• MSe IU17 [3 I•del 1}Sep'3D1i �Lcket Mse,U,T OTiael 1}5eeQDIT �Tickal 1109 a" - Customer seppon Create a Ticket G18_ t�sL'I Yost is unresponswe ..I..1 „10 I vs posle0 my ubiny bil ba¢b n AW212 al I Mein The baW has bean stud on hie posting process fro A couple hours nos Ge.w dne.ae me'bgele, 9 A law users ere imDa tart There aro nu known 1wrNarountls i3. Ile Crop Iles to abochor browse TEy e blue Simnaq .tssyaee S1. At- GSl1P2305 uleiry wlcl�v.ranu i-.�aunrve wq,rn6ieR 5nPPJR� CSUF-236.1 CeN Re1111 PcU, E-1 0KJq R2F=r Ixw¢r.VESS CSUFl2363 P-w.5v11-1--.1 to lIe Patro6 envy x,-1rem 0K1,Erertb^r m>kwa[ss CSUP 2162 SuriEard Paymcl fet I.. WUM4poR suvvOal Below is a list of required information for submitting a new ticket: 1 Complete description of the issue being reported. 2 Can the issue be re-created? 3 Exact steps user was taking when he/she received an error or ran into a problem. 4 Screenshots of the error received, if applicable. 5 Description of any recent network changes and/or issues (i.e.: power outage). 6 User log in information when required. DEPLOYMENT OF CODE FIXES: Our main priority is to keep customers production environment stable. Fixes will be released to customers once they have been tested and approved by the customer in a train or test environment. Deployments to production will not occur without consent from the customer and in the cases where downtime is required, an agreed upon date and time will be adhered to. ALL customer sources will be managed at S&S. Each developer will follow a defined standard process for deployments of required code. A SUBMISSION OF ISSUES: The issue is cosmetic or requested functionality that will be considered for a future version. (Ex. Columns displayed on a particular screen.) usiness critical issue, but not preventing all users Z etting their work done. Discrepancy in collections run sheet 2 Processing credit refunds Hand Held Upload/Download Deposits System errors that have workarounds Calculate errors impacting a small # of recor's 4 HOURS A reported issue is only considered a Showstopper when the utility cannot continue with their daily processes until the is- sue is resolved. aDaily Process has been halted by a critical error pplication and/or Database Server is down 3 a ebconnect is down 5 O O hQuesta Reporting Center (ERC) is down MINS. ut of Balance messages preventing an update to continue ob Scheduler Failures ill Print is incorrect TYPE DESCRIPTION TARGET INITIAL REVIEW PERFORMANCE -RELATED ISSUES: In terms of performance related issues, we will only research an issue once it has been proven by the customer that the issue is not at all related to the customer's internal network. Assuming the performance encountered is not a customer network issue, please include the following information when submitting a ticket: Is enQuesta slow for everyone or just one person? a) If for everyone: i. Is a Cognos report or reports running and/or what time was the last Cognos report kicked -off? ii. Have you verified internally that there has not been recent firewall or network changes? b) If for one person: i. User's login information ii. What he/she was doing exactly prior to and when the performance issues occurred (this includes if he/she was doing something on the internet or if they were running any other applications) iii. How many sessions does the user have open? Is the issue just impacting the Call Center or all locations (if utility has locations)? EXISTING ISSUES: If the customer is looking for the status of an existing issue, please refer to the online help desk for an update. Customers can also contact the Support Desk to request an update. Please refrain from calling the client support team member directly. CLOSING ISSUES: Customers are responsible for reviewing and closing issues via Online Help Desk. When tickets have been resolved or code fixes moved to production, the ticket should be closed. enQ,uesta Modules This Is a llsdng of am enQuesta oflerfngs. If you woltllf Ilhe a list specific to your utility, please notify 5&5 Support Account Management Automated Workflow Device Management Admin Portal Credit & Collections Financial Management Miscellaneous AR New Service Rate Mnent AuEoaold/Reconnect 91101:- Budget Billing �'l� _ 1•;mill-'� BIDashboard/Reporft WORKSTATION Operating System Processor RAM Screen Resolution Disk LAN Speed Browser RECOMMENDED SYSTEM Windows 10. Microsoft Office 365 or 2016 7th Generation Intel® Core 07 Processor 16• GEI 1080�1080) Resolution 100 MB (free) 100 Mbps IE11- PDF Viewer I Acrobat Reader (latest ver. at the time of installation) "'IE 11 Compatibility View settings turned on. To ensure we can effectively support our customers, we require that a communications link (i.e. VPN) is established and maintained between our two sites. It is the customers responsibility to ensure that the connection is valid at your location so that we can connect at any time. Standard Database Tasks: • Set up, maintain train/test refresh scripts • Set up automated train/test refresh or upon request/as needed • Automated monitoring of tablespace levels and adjust/add space as needed + Upgrade Oracle database and apply patches as needed • Perform database/SQL analysis and tuning as needed • Set up maintenance scripts to maintain healthy database status • Set up/monitor DR (standby database) environment upon request • Perform history archiving up request Standard System Administration Tasks: • Monitor Production Customer Backups - Automated • Resolve Production Customer Backups Issues as needed. • This often includes helping customers understand and resolve issues with their backup hardware. • Monitor Production Server Disk Space • Resolve Production Server Disk Space Issues as needed. I�\i�-, I[, fFr'-J,/ ,,7: IN-1i Iy]AN,_� A ND5_:,FP(-d-, S&S provides the following services as part of the annual maintenance and support contract: • Access to JIRA for logging issues • 24X7 Support Desk coverage capability • Wide array of experts on staff • Technical troubleshooting and issue resolution • One -stop support for contracted third parties • Limited duration training (15-minute guideline) • On -site visits as required • Quote dashboard • 'My eSpace' for Utilities • Internal System Monitoring (Customer notifications & dashboard available for purchase) • Automated train refreshes • Maintenance releases for V6 only • Quarterly Customer Newsletters • Monthly Webinars d .01 s"`%*M Requests for modifications should be sent to your Systems and Software account manager for review and quote. This includes any requests for enhancements, implementation of new features and requests for upgrades. 2020 Hourly Rate - $205 EXAMPLES OF BILLABLE SERVICES THAT REQUIRE A QUOTE • Cognos BI reports o Requests for new reports o Requests for new table/view/model changes for custom needs o Security - additions and changes o Basic administration functions such as scheduling via Cognos, email distribution set up, etc. o Deployment of additional functionality within Cognos such as auditing, DR, managed alerts, detailed documentation, performance monitoring, SQL optimization etc. o Requests for new dashboards o Requests for archive content stores/environment o Request for training content stores/environments • Bill print changes • Process changes • New configuration/criteria set up • Doc Designer - new letters • Adding users (OS and enQuesta) • Rate changes • Extended telephone training • Upgrades and support of third -party software/interfaces • Recovering data resulting from customer error � �„-,, �- ,��]�� a Maintenance means restoring something to its original conditions. Enhancement means adding, modifying the code to support the changes in the user specification. System maintenance conforms the system to its original requirements and enhancement adds to system capability by incorporating new requirements. Thus, maintenance changes the existing system, enhancement adds features to the existing system, and development replaces the existing system. It is an important part of system development that includes the activities which corrects errors in system design and implementation, updates the documents, and tests the data. System maintenance can be classified into three types: Corrective Maintenance (included in annual maintenance) - Enables user to carry out the repairing and correcting Adaptive Maintenance (20% prorated for current year and then added to following years maintenance as full cost) - Enables user to replace the functions of the programs Perfective Maintenance (20% prorated for current year and then added to following years maintenance as full cost) - Enables user to modify or enhance the programs according to the users' requirements and changing needs ®iD YOU KNOW? Systems and Software can offer the following items be included in your annual Maintenance and Support: 1) Prepaid upgrades 2) HCTC registration Annual Customer Training Conference (formally known as the User Forum). The admission fee per attendee ranges between $950 - $1300 per person �l'U �\1 1 Each customer can have as many employees attend/participate as they would like. S&S currently has two regional User Groups. Groups typically meet in person annually November 4 -6, 2020 Las Vegas, NV I Caeser's Palace PACIFIC USER GROUP: Azuza, Redlands, Santa Ana, South Coast, Valencia, Ventura, Anaheim, Riverside, Merced, Truckee Meadows, Spokane REGIONAL USER GROUP: Arlington, Atlanta, Augusta, Clarksville, DeKalb, El Paso, EPB, Greensboro, Irving, Mobile, Metro, Montgomery, Akron, Central Arkansas Water, Detroit, Marquette, Milwaukee, Minneapolis, SEMCO, Freeport, Nassau, Tupper Lake, Massena, Wolfeboro, Unitil, Lexington, South Bend EXECUTIVE STEERING COMMITTEE The intent of the Executive Steering Committee is to have Executive level (Director or delegate) representation (one Executive per utility) from our customer base that will: i. Provide advice, insight and assistance to S&S's direction ii. Help S&S ensure our products and services meet the changing demands of the utility industry iii. Ensure S&S is properly leveraging expertise and experience iv. Ensure has the proper structure, processes and communication mechanisms to meet expectations V. Assist in our mutual successes and a win -win solution ACORQM CERTIFICATE OF LIABILITY INSURANCE ° ozr26/2020Y' PRODUCER Serial # 209119 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION WILLIS CANADA INC., A WILLIS TOWERS WATSON COMPANY ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE 100 KING STREET WEST, SUITE 4700 HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. TORONTO, ON M5X 1E4 CANADA INSURERS AFFORDING COVERAGE NAIC# INSURED CONSTELLATION SOFTWARE INC. AND INSURER A: FEDERAL INSURANCE COMPANY 20281 - SYSTEMS& SOFTWARE, INC. - INSURERB: - - 10 E ALLEN STREET, SUITE 201 WINOOSKI INSURER C: INSURER D: VT 05404 NSURER E: COVERAGES THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES, AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. ILTR NSRL TYPE OF INSURANCE POLICY NUMBER POLICYEFFECTIVE DATE MM/OD Y POLICY EXPIRATI N DATE MMID0/1^/ LIMITS GENERAL LIABILITY EACH OCCURRENCE $ 1,000,000 X DAMAGE TO RENTED E ISES Ea occu $ 1,000,000 COMMERCIAL GENERAL LIABILITY CLAIMS MADE IAI OCCUR MED EXP Anyone person) $ 25,000 A 99504839 09/27/2019 09/27/2020 PERSONAL &ADV INJURY $ 1,000,000 GENERAL AGGREGATE $ 2,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: PRODUCTS - COMP/OP AGE $ 1,000,000 X POLICY r7 PRO- JECT LOG AUTOMOBILE LIABILITY X COMBINED SINGLE LIMIT $ 1,000,000 ANY AUTO (Eaaxiden) ALL OWNED AUTOS BODILY INJURY $ A SCHEDULED AUTOS 73600397 09/27/2019 09/27/2020 (Per person) HIRED AUTOS BODILYINJURY $ NON-OWNEDAUTOS (Per (Per .. dent) ALL AUTOS OWNED ANDIOR pP (Peraccldenlj DAMAGE $ LEASEDTO THE NAMED INSURED GAR AGE LIABILITY AUTO ONLY - EA ACCIDENT $ OTHER THAN EA ACC $ ANYAUTO m AUTO ONLY: AGO $ EXCESS/UMBRELLA LIABILITY EACH OCCURRENCE $ OCCUR CLAIMS MADE AGGREGATE $ DEDUCTIBLE RETENTION $ $ WORKER'S COMPENSATION AND X TORV LIMITS OER A EMPLOYERS' LIABILITY ANYPROPRIETOREXCLUDED? CUTIVE 7176-4342 09/27/2019 09/27/2020 EL EACH ACCIDENT $ 1,000,000 OFFICER/ undoBER EXCLUDED? tle under ELDISEASE-EA EMPLOYEE $ 1,000,000 EL DISEASE - POLICY LIMIT $ 1,000,000 SPEC PRO SPECIAL PROVISIONS below OTHER TECHNOLOGY ERRORS AND A OMISSIONS LIABILITY 99504839 09/27/2019 09/27/2020 $5,000,000 PER CLAIM & IN THE AGGREGATE DESCRIPTION OF OPERATIONSILOCATIONSAIEHIC LES/EXCLUSIONS ADDED BY ENDORSEMENT/SPECIAL PROVISIONS CITY OF SANTA ANA IS ADDED AS ADDITIONAL INSURED WITH RESPECT TO THE COMMERCIAL GENERAL LIABILITY POLICY, BUT ONLY WITH RESPECT TO LIABILITY ARISING OUT OF THE OPERATIONS OF THE NAMED INSURED. THE US COMMERCIAL GENERAL LIABILITY POLICY, US AUTOMOBILE POLICY, US WORKER'S COMPENSATION & EMPLOYER'S LIABILITY POLICY AND PROFESSIONAL LIABILITY AND TECHNOLOGY E&O POLICY HAVE BEEN PLACED BY WILLIS OF ILLINOIS, INCJGAB. WILLIS CANADA INC., A WILLIS TOWERS WATSON COMPANY HAS ONLY ACTED IN THE ROLE OF A CONSULTANT TO THE CLIENT WITH RESPECT TO THESE PLACEMENTS WHICH ARE INDICATED HERE FOR YOUR CONVENIENCE CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION CITY OF SANTA ANA DATE THEREOF, THE ISSUING INSURER WILL ENDEAVOR TO MAIL 30 DAYS WRITTEN 20 CIVIC CENTER PLAZA NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT FAILURE TO DO SO SHALL SANTA ANA IMPOSE NO OBLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER, ITS AGENTS OR CA 92702 REPRESENTATIVES. AUTHORIZED REPRESENTATIVE u z`� SF ACORD 75 (cvv DDu) © ACORD CORPORATION 1988 A�® CERTIFICATE OF LIABILITY INSURANCE 71T2 9/2024 /YYYY) 9/2 0 2 4 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER,AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER CONTACT Marsh Canada Limited NAME: PHONE 120 Bremner Blvd.,Suite 800 Attn:Canada.Certrequest@marsh.com (A/C,No Ext: FAX No): Toronto,ON,M5J OA8 E-MAIL ADDRESS: INSURER(S)AFFORDING COVERAGE NAIC# CN 1 02165922-sndrd-GAWUP-24-25 Harris INSURERA: Federal Insurance Company 20281 INSURED CONSTELLATION SOFTWARE INC.AND INSURER B: Great Northern Insurance Company 20303 SYSTEMS&SOFTWARE,INC. INSURER C: ACE American Insurance Company 22667 5265 Rockwell Drive NE INSURER D: Cedar Rapids,IA 52402 INSURER E INSURER F: COVERAGES CERTIFICATE NUMBER: HOU-004158062-05 REVISION NUMBER: 12 THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES.LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR TYPE OF INSURANCE ADDL SUBR POLICY EFF POLICY EXP LIMITS LTR INSD WVD POLICYNUMBER MM/DD MM/DD A X COMMERCIAL GENERAL LIABILITY 9950-48-39 EUC 09/27/2024 09/27/2025 EACH OCCURRENCE $ 1,000,000 CLAIMS-MADE X� OCCUR DAPREMISESMAGE TOEa RENTEo D ccurrence $ 1,000,000 MED EXP(Any one person) $ 25,000 PERSONAL&ADV INJURY $ 1,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: GENERALAGGREGATE $ 2,000,000 X POLICY❑ PRO JECT ❑ LOC PRODUCTS-COMP/OP AGG $ 1,000,000 OTHER: $ B AUTOMOBILE LIABILITY 7360-03-97 09/27/2024 09/27/2025 COMBINED SINGLE LIMIT Ea accident $ 1,000,000 X ANY AUTO BODILY INJURY(Per person) $ X OWNED rx SCHEDULED BODILY INJURY(Per accident) $ AUTOS ONLY AUTOS HIRED NON-OWNED PROPERTY DAMAGE X AUTOS ONLY AUTOS ONLY Per accident $ A X UMBRELLA LAB X OCCUR 9365-24-30 09/27/2024 09/27/2025 EACH OCCURRENCE $ 1,000,000 EXCESS LAB CLAIMS-MADE AGGREGATE $ 1,000,000 DED RETENTION$ $ C WORKERS COMPENSATION 71764342 09/27/2024 09/27/2025 PER oTH- AND EMPLOYERS'LIABILITY X STATUTE ER Y/N 1,000,000 ANYPROPRIETOR/PARTN ER/EXECUTIVE N/A E.L.EACH ACCIDENT $ OFFICER/MEMBER EXCLUDED? (Mandatory in NH) E.L.DISEASE-EA EMPLOYEE $ 1,000,000 If yes,describe under 1,000,000 DESCRIPTION OF OPERATIONS below E.L.DISEASE-POLICY LIMIT $ A Professional Liability D01813225 09/27/2024 09/27/2025 Limit 10,000,000 Tech E&O&Cyber SIR-$5M DESCRIPTION OF OPERATIONS/LOCATIONS/VEHICLES (ACORD 101,Additional Remarks Schedule,maybe attached if more space is required) Re:Project Number:A-2020-025 City,its officers,employees,agents,volunteers and representatives are included as additional insured with respect to general liability and auto liability where required by written contract. The General Liability insurance is primary and non-contributory over any existing insurance and limited to liability arising out of the operations of the named insured subject to policy terms and conditions.The above General Liability policy contains a Separation of Insureds clause. CERTIFICATE HOLDER CANCELLATION City of Santa Ana SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE 20 Civic Center Plaza THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN Santa Ana,CA 92701 ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE of Marsh USA LLC @ 1988-2016 ACORD CORPORATION. All rights reserved. ACORD 25(2016103) The ACORD name and logo are registered marks of ACORD FBy PPROVED APPROVED Najera at 8:33 am,Feb 03,2025 POLICY NUMBER: (24) 7360-03-97 COMMERCIAL AUTO CA 20 48 10 13 THIS ENDORSEMENT CHANGES THE POLICY. PLEASE READ IT CAREFULLY. DESIGNATED INSURED FOR COVERED AUTOS LIABILITY COVERAGE This endorsement modifies insurance provided under the following: AUTO DEALERS COVERAGE FORM BUSINESS AUTO COVERAGE FORM MOTOR CARRIER COVERAGE FORM Wth respect to coverage provided by this endorsement, the provisions of the Coverage Form apply unless modified by this endorsement. This endorsement identifies person(s) or organization(s) who are "insureds"for Covered Autos Liability Coverage under the Who Is An Insured provision of the Coverage Form, This endorsement does not alter coverage provided in the Coverage Form. This endorsement changes the policy effective on the inception date of the policy unless another date is indicated below. Named Insured: Endorsement Effective Date: SCHEDULE Name Of Person(s) Or Organization(s): PERSONS OR ORGANIZATIONS THAT YOU ARE OBLIGATED, PURSUANT TO A CONTRACT OR AGREEMENT BETWEEN YOU AND SUCH PERSON OR ORGANIZATION, TO PROVIDE WITH SUCH INSURANCE AS IS AFFORDED BY THIS POLICY. HOWEVER, NO SUCH PERSON OR ORGANIZATION IS AN INSURED UNDER THIS PROVISION WHO IS MORE SPECIFICALLY DESCRIBED UNDER ANY OTHER PROVISION OF THE "WHO IS AN INSURED" SECTION OF THIS POLICY Information required to complete this Schedule, if not shown above, will be shown in the Declarations. Each person or organization shown in the Schedule is an "insured"for Covered Autos Liability Coverage, but only to the extent that person or organization qualifies as an "insured" under the Who Is An Insured provision contained in Paragraph A.I. of Section II — Covered Autos Liability Coverage in the Business Auto and Motor Carrier Coverage Forms and Paragraph D.2. of Section I — Covered Autos Coverages of the Auto Dealers Coverage Form. CA 20 48 10 13 C Insurance Services Office, Inc.. 2011 Page 1 of 1 CH U B B0 Liability Insurance Endorsement Policy Period SEPTEMBER 27,2024 TO SEPTEMBER 27,2025 Effective Date SEPTLMBER 27,2024 Policy Number 9950-48-39 EtIC Insured CONSTELLATION SOFTWARE,INC. Name of Company FEDERAL,INSURANCE COMPANY Date Issued OCi'OBER 15,2024 This Endorsement applies to the following forms: GENERAL LIABILITY Under Who Is An Insured,the following provision is added. Who Is An Insured Additional Insured- Persons or organizations shown in the Schedule are insureds;but they are insureds only if you are Scheduled Person obligated pursuant to a contract or agreement to provide them with such insurance as is afforded by Or Organization this policy. However,the person or organization is an insured only: • if and then only to the extent the person or organization is described in the Schedule; • to the extent such contract or agreement requires the person or organization to be afforded status as an insured; • for activities that did not occur,in whole or in part,before the execution of the contract or agreement;and • with respect to damages,loss,cost or expense for injury or damage to which this insurance applies. No person or organization is an insured under this provision: • that is more specifically identified under any other provision of the Who Is An Insured section(regardless of any limitation applicable thereto). • with respect to any assumption of liability(of another person or organization)by them in a contract or agreement.This limitation does not apply to the liability for damages,loss,cost or expense for injury or damage,to which this insurance applies,that the person or organization would have in the absence of such contract or agreement. Liability Insurance Addiilonal Insured-Scheduled Person Or organization continued Form 80-02-2367(Rev.5-07) Endorsement Page 1 CHUBBO Liability Endorsement (continued) Under Conditions,the following provision is added to the condition titled Other Insurance, Conditions Other insurance-- If you are obligated,pursuant to a contract or agreement,to provide the person or organization Primary, Noncontributory shown in the Schedule with primary insurance such as is afforded by this policy,then in such case Insurance-Scheduled this insurance is primary and we will not seek contribution from insurance available to such person Person Or Organization or organization. Schedule Persons or organizations that you are obligated,pursuant to a contract or agreement,to provide with such insurance as is afforded by this policy. All other terms and conditions remain unchanged. Authorized RepresentativeQ .__' Liability Insurance Additional Insured-Scheduled Person Or Organization last page Form 80-02-2367(Rev.5-07) Endorsement Pare 2 C H U B B0 Policy Conditions Endorsement Policy Period SEPTFMBER 27,2024 TO SEPTEMBER 27,2025 Effective Date SEPTEMBER 27,2024 Policy Number 9950-48-39 EUC Insured CONSTELLATION SON(WARE,INC. Name of Company FEDERAL INSURANCE COMPANY Date Issued OCTOBER 15,2024 This Endorsement applies to the following forms; COMMON POLICY CONDrl'IONS Under Conditions,the following condition is added. Conditions Notice Ot Cancellation When we cancel this policy for any reason,other than non-payment of premium,we will notify To Scheduled Persons persons)or organizations)shown in the Schedulc at least 30 days in advance of the cancellation Or Organizations When date. We Cancel Any failure by us to notify such person(s)or organization(i)will not: • impose any liability or obligation of any kind upon us;or • invalidate such cancellation. Schedule Persons)or Organization(s): DEVE OF WATER&POWER RISK MANAGEMENT SECTION,RM.465 Address: 111 N.HOPE ST. LOS ANGELES,CA 90012 Persons)or Org aniz atio n(s): CITY OF CARROLUFON Person(s)or Organization(s): CITY OF ANN ARBOR C/O:MYCOI Address: 1075 BROAD RIPPLE AVE,StJffE 313 INDIA.NAPOLIS,IN 46220 Notice Of Cancellation To Scheduled Persons Or Organizations Policy Conditions (Except Non-Payment OfPremiumJ continued Form 80-02-9779(Ed.3-1 f) Endorsement Page 7 Conditions (continued) Person(s)or Organization(s): HFTC: HOUSING TRUST FUND CORPORATION,ATIMA Address: 25 BEAVER STREET NEW YORK,NY 10004 Person(s)or Organization(s): DHCR: NEW YORK STATE DIVISION OF HOUSING AND Address; COMMUNITY RENEWAL(DCHR) HAMPTON PLAZA 38-40 STATE STREET ALBANY,NY 12207 Person(s)or Organization(s): SIXTH STREET SPECIALTY LENDING,INC.AS ADMINISTRATIVE AGENT,AND ITS SUCCESSORS AND ASSIGNS Address: 888 SEVENTH STREET,35TH FLOOR NEW YORK,NY 10106 Person(s)or Organization(s): THE CITY OF SANTA CLARA CIO INSURANCE DATA SERVICES INSURANCE COMPLIANCE Address: PO SOX 100085 DULUTH,GA 30096 Person(s)or Organization(s): HAMILTON COUNTY BOARD OF COMMISSIONERS CIO:MYCOI Address: 1075 BROAD RIPPLE AVE, STE 313 INDIANAPOLIS,IN 46220 Person(s)or Organization(s): JACKSON ENERGY AUTHORITY 250 NORTH HIGHLAND AVE Address: JACKSON,TN 38301 Person(s)or Organization(s): BANK OF MONTREAL Address: 100 KING STREET WEST, 18TH FLOOR TORONTO,ON M5X 1 A 1 CANADA Person(s)or Organization(s): TOWN OF GREENWICH DIRECTOR OF PURCHASING&ADMINISTRATIVE SERVICES Address: 101 FIELD POINT ROAD GREENWICH,CT 06830 Notice Of Canceflatlon To Scheduled Parsons OrOrganizatlons Policy Conditions (Except Non-Payment Of PremiumJ continued Form 60-02-9779(Ed.3-1 iJ Endorsement Page 2 C H U B B" Policy Conditions Endorsement Effective Date SEPTEMBER 27,2024 Policy Number 9950-49-39 ETJC Persons)or Organization(s); RGRTA PROCUREMENT DEPARTMENT 1372 EAST MAIN STREET Address; ROCHESTER,NY 14609 Person(s)or Organization(s), THE PORT AUTHORITY OF NY&NJ ATTN:PROCUREMENT DEPARTMENT Address, ONE MADISON AVENUE,7TH FLOOR NEW YORK,NY 10010 Person(s)or Organization(s), VALLEJO CITY UNIFIED SCHOOL DISTRICT Address; 665 WALNUT AVENUE VALLEJO,CA 94592 Persons)orOrganization(s); WELLS FARGO BANK,NATIONAL ASSOCIATION AS AGENT AND ITS SUCCESSORS AND10R ASSIGNS Address, 125 HIGH STREET BOSTON MA,02110 Person(s)or Organization(s), THE CITY OF RANCHO CUCAMONGA,ITS ELECTED OFFICIALS, OFFICERS,EMPLOYEES,SERVANTS,VOLUNTEERS AND AGENTS Address; SERVING AS INDEPENDENT CONTRACTORS IN THE ROLE AGENCY OFFICIALS 10500 CIVIC CENTER DRIVE RANCHO CUCAMONGA,CA 9030 If you arc obligated,pursuant to a written contract or agreement,to provide person(s)or organization(s)with notice of cancellation,then we will notify such person(s)or organization(s) provided that within 15 days of the date we send notice of cancellation to the first named insured, the first named insured or producer of record provides us with a spreadsheet containing the name, mailing address and,if available,e-mail address of the person(s)or organization(s). All other terms and conditions remain unchanged. Notice Of Cancellation To Scheduled Persons Or Organizations Policy Conditions (Except Non-Payment Of PremiumJ Continued Form 80-02-9779(Ed.3-11) Endorsement Page 3 Conditions (continued) authorized Representative Notice OfCancellagon To Scheduled Parsons OrOrganizagons Policy Conditions (Except Non-Payment Of PremiumJ last page Form 60-02-9779(Ed..3-1 iJ Endorsement Page 4 Workers'Compensation and Employers'Liability Policy Named Insured Endorsement Number CONSTELLATION SOFTWARE, INC. 5265 ROCKWELL DRIVE NE Policy Number CEDAR RAPIDS IA 52402 Symbol: RWC Number:(25)7176-43-42 Policy Period Effective Date of Endorsement 09-27-2024 TO 09-27-2025 09-27-2024 Issued By(Name of insurance Company) ACE AMERICAN INSURANCE COMPANY Insert the policy number.The remainder of the information is to be completed only when this endorsement is issued subsequent to the preparation of the policy. This endorsement changes the policy to which it is attached and is effective on the date issued unless otherwise stated. EARLIER NOTICE OF CANCELLATION OR NONRENEWAL PROVIDED BY US A. Under Condition D. Cancellation of Part Six, the time period is amended as follows: We may cancel this policy by mailing or delivering to you written notice of cancellation at least: 1. 14 days before the effective date of cancellation if we cancel for non-payment of premium; or 2. 94 days before the effective date of cancellation if we cancel for any other reason. B. Under Part Six- Conditions of the policy, the following is added: Notice of Nonrenewal When we do not renew this policy, we will mail or deliver to you written notice of the non renewal at Least 90 days before the expiration date. Mailing that notice to you at your mailing address shown in item 1 of the Information Page will be sufficient to prove notice. State Exceptions California Not Applicable Authorized Representative WC 99 06 46(Ed.6-11) Conditions (continued) Transfer Or Waiver Of We will waive the right of recovery we would otherwise have had against another person or Rights Of Recovery organization,for loss to which this insurance applies,provided the insured has waived their rights Against Others of recovery against such person or organization in a contract or agreement that is executed before such loss. To the extent that the insured's rights to recover all or part of any payment made under this insurance have not been waived,those rights are transferred to us.The insured must do nothing after loss to impair them.At our request,the insured will bring suit or transfer those rights to us and help us enforce them. This condition does not apply to medical expenses. APPROVED By Luisa Najera at 8:34 am,Feb 03,2025 Liability Insurance Form 80-02-2000(Rev.4-01) Contract Page 24 of 32 Workers' Compensation and Employers' Liability Policy Named Insured Endorsement Number CONSTELLATION SOFTWARE, INC. 5265 ROCKWELL DRIVE NE Policy Number CEDAR RAPIDS IA 52402 Symbol: RWC Number: (25)7176-43-42 Policy Period Effective Date of Endorsement 09-27-2024 TO 09-27-2025 09-27-2024 Issued By(Name of Insurance Company) ACE AMERICAN INSURANCE COMPANY Insert the policy number.The remainder of the information is to be completed only when this endorsement is issued subsequent to the preparation of the policy. This endorsement changes the policy to which it is attached and is effective on the date issued unless otherwise stated. WAIVER OF OUR RIGHT TO RECOVER FROM OTHERS ENDORSEMENT We have the right to recover our payments from anyone liable for an injury covered by this policy. We will not enforce our right against the person or organization named in the Schedule. This agreement applies only to the extent that you perform work under a written contract that requires you to obtain this agreement from us. This agreement shall not operate directly or indirectly to benefit any one not named in the Schedule. Schedule ANY PERSON OR ORGANIZATION AGAINST WHOM YOU HAVE AGREED TO WAIVE YOUR RIGHT OF RECOVERY IN A WRITTEN CONTRACT, PROVIDED SUCH CONTRACT WAS EXECUTED PRIOR TO THE DATE OF LOSS . For the states of CA, UT, TX, refer to state specific endorsements. This endorsement is not applicable in KY, NH, and NJ. The endorsement does not apply to policies in Missouri where the employer is in the construction group of code classifications. According to Section 287.150(6) of the Missouri statutes, a contractual provision purporting to waive subrogation rights against public policy and void where one party to the contract is an employer in the construction group of code classifications. For Kansas, use of this endorsement is limited by the Kansas Fairness in Private Construction Contract Act(K.S.A.. 16-1801 through 16-1807 and any amendments thereto) and the Kansas Fairness in Public Construction Contract Act(K.S.A 16-1901 through 16-1908 and any amendments thereto). According to the Acts a provision in a contract for private or public construction purporting to waive subrogation rights for losses or claims covered or paid by liability or workers compensation insurance shall be against public policy and shall be void and unenforceable except that, subject to the Acts, a contract may require waiver of subrogation for losses or claims paid by a consolidated or wrap-up insurance program. Authorized Agent APPROVED By Luisa Najera at 8:31 am,Feb 03,2025 WC 00 03 13(11/05) ©Copyright 1983-2017 National Council on Compensation Insurance, Inc.All Rights Reserved. A�® CERTIFICATE OF LIABILITY INSURANCE DATE 110/10/2025D ) THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER,AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER CONTACT Marsh Canada Limited NAME: — PHONE FAX 120 Bremner Blvd.,Suite 800 Attn:Canada.Certrequest@marsh.com A/c No Ext: A/C,No): Toronto,ON,M5J OA8 E-MAIL ADDRESS: INSURER(S)AFFORDING COVERAGE NAIC# CN 1 02165922-sndrd-GAWUP-25-26 Harris INSURERA:Federal Insurance Company 20281 INSURED CONSTELLATION SOFTWARE INC.AND INSURER B:ACE American Insurance Company 22667 SYSTEMS&SOFTWARE,INC. INSURER C:XL Specialty Insurance Company 37885 5265 Rockwell Drive NE INSURER D: Cedar Rapids,IA 52402 INSURER E INSURER F: COVERAGES CERTIFICATE NUMBER: HOU-004158062-12 REVISION NUMBER: 18 THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES.LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR TYPE OF INSURANCE ADDL SUBR POLICY EFF POLICY EXP LIMITS LTR INSD WVD POLICYNUMBER MM/DD MM/DD A X COMMERCIAL GENERAL LIABILITY 9950-48-39 EUC 09/27/2025 09/27/2026 EACH OCCURRENCE $ 1,000,000 CLAIMS-MADE 1XI OCCUR PREM SESOEa occurrDence $ 1,000,000 MED EXP(Any one person) $ 25,000 PERSONAL&ADV INJURY $ 1,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: GENERALAGGREGATE $ 2,000,000 X POLICY❑ PRO JECT ❑ LOC PRODUCTS-COMP/OP AGG $ 1,000,000 OTHER: $ A AUTOMOBILE LIABILITY 7360-03-97 09/27/2025 09/27/2026 COMBINED SINGLE LIMIT Ea accident $ 1,000,000 X ANY AUTO BODILY INJURY(Per person) $ X OWNED X SCHEDULED BODILY INJURY(Per accident) $ AUTOS ONLY AUTOS X HIRED X NON-OWNED PROPERTY DAMAGE $ AUTOS ONLY AUTOS ONLY Per accident X UMBRELLA LAB X OCCUR 9365-24-30 09/27/2025 09/27/2026 EACH OCCURRENCE $ 1,000,000 EXCESS LAB CLAIMS-MADE AGGREGATE $ 1,000,000 DED RETENTION$ $ B WORKERS COMPENSATION 71764342 09/27/2025 09/27/2026 X PER oTH- AND EMPLOYERS'LIABILITY STATUTE ER Y/N 1,000,000 ANYPROPRIETOR/PARTN ER/EXECUTIVE E.L.EACH ACCIDENT $ OFFICER/MEMBER EXCLUDED? ❑N N/A (Mandatory in NH) E.L.DISEASE-EA EMPLOYEE $ 1,000,000 If yes,describe under 1,000,000 DESCRIPTION OF OPERATIONS below E.L.DISEASE-POLICY LIMIT $ C Professional Liability US00158150EO25A 09/27/2025 09/27/2026 Limit 10,000,000 Tech E&O&Cyber SIR 2,500,000 DESCRIPTION OF OPERATIONS/LOCATIONS/VEHICLES (ACORD 101,Additional Remarks Schedule,maybe attached if more space is required) Re:Project Number:A-2020-025 City,its officers,employees,agents,volunteers and representatives are included as additional insured with respect to general liability and auto liability where required by written contract. The General Liability insurance is primary and non-contributory over any existing insurance and limited to liability arising out of the operations of the named insured subject to policy terms and conditions.The above General Liability policy contains a Separation of Insureds clause. Waiver of subrogation is applicable where required by written contract and subject to policy terms and conditions with respect to General Liability,Auto Liability and Worker's Compensation. Digitally signed by Tu Tu Tran Tran Nguyen Nguyen Date:2025.11.06 16:29:46-08'00 APPROVED CERTIFICATE HOLDER CANCELLATION By Tu Tran Nguyen at 4:28 pm,Nov 06,2025 City of Santa Ana SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE Attn:FMSA-Treasury THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN 20 Civic Center Plaza,M-13 ACCORDANCE WITH THE POLICY PROVISIONS. Santa Ana,CA 92701 AUTHORIZED REPRESENTATIVE of Marsh USA LLC @ 1988-2016 ACORD CORPORATION. All rights reserved. ACORD 25(2016103) The ACORD name and logo are registered marks of ACORD C H U B B° Liability Insurance Endorsement Policy Period SEPTEMBER 27,2025 TO SEPTEMBER 27,2026 Effective Date SEPTEMBER 27,2025 Policy Number 9950-48-39 WUC Insured CONSTELLATION SOFTWARE,INC. Name of Company FEDERAL INSURANCE COMPANY Date Issued OCTOBER 13,2025 This Endorsement applies to the following forms: GENERAL LIABILITY Under Who Is An Insured,the following provision is added Who Is An Insured Additional Insured- Persons or organizations shown in the Schedule are insureds;but they are insureds only if you are Scheduled Person obligated pursuant to a contract or agreement to provide them with such insurance as is afforded by Or Organization this policy. However,the person or organization is an insured only: • if and then only to the extent the person or organization is described in the Schedule; • to the extent such contract or agreement requires the person or organization to be afforded status as an insured; • for activities that did not occur,in whole or in part,before the execution of the contract or agreement;and • with respect to damages,loss,cost or expense for injury or damage to which this insurance applies. No person or organization is an insured under this provision: • that is more specifically identified under any other provision of the Who Is An Insured section(regardless of any limitation applicable thereto). • with respect to any assumption of liability(of another person or organization)by them in a contract or agreement.This limitation does not apply to the liability for damages,loss,cost or expense for injury or damage,to which this insurance applies,that the person or organization would have in the absence of such contract or agreement. Liability Insurance Additional Insured-Scheduled Person Or Organization continued Form 80-02-2367(Rev.5-07) Endorsement Page 1 CHUBB° Liability Endorsement (continued) Under Conditions,the following provision is added to the condition titled Other Insurance. Conditions Other Insurance— If you are obligated,pursuant to a contract or agreement,to provide the person or organization Primary, Noncontributory shown in the Schedule with primary insurance such as is afforded by this policy,then in such case Insurance—Scheduled this insurance is primary and we will not seek contribution from insurance available to such person Person Or Organization or organization. Schedule Persons or organizations that you are obligated,pursuant to a contract or agreement,to provide with such insurance as is afforded by this policy. All other terms and conditions remain unchanged. Authorized Representative Liability Insurance Additional Insured-Scheduled Person Or Organization last page Form 80-02-2367(Rev.5-07) Endorsement Page 2